Skip to main content

​
Contact Center live operations floor

The Contact Center — Live Operations page at Voice → Contact Center (/voice/contact-center) is a composite supervisor floor: it pulls the queue pulse, the agent status board, the service-level gauge, live alerts and callbacks, and the per-channel SLA rollup onto one column so the first answer a supervisor needs — “how is the floor doing right now, glance level” — never takes several tabs. The page currently renders a disclosure line, “Showing sample data for demonstration.”, beneath the header. The figures on the page are a fixed showcase dataset so the surface can be reviewed and the workflow learned before it is wired to your live queues; this guide covers the panels as shipped. The drilled destinations (queue console, callbacks list, softphone, inbox) are all live routes. This guide strings the composite view together for a first-week supervisor. The per-surface guides — wallboard, wallboard alarm rules, supervisor live monitoring (voice), and supervisor live monitoring (digital) — each go deeper on one panel; this one is the map of the whole floor.

​
1. What the floor shows

Six panels read top to bottom:
  • Header — the floor title with a LIVE pill, plus two actions: Export (downloads the agent status board as CSV, scoped to exactly the rows your filters currently show) and Broadcast to floor (opens the shared announcement composer; owner/admin roles only, same gate as the wallboard trigger it reuses).
  • Queue pulse — six KPI cards across the top: In Queue, Longest Wait, Service Level, Abandon Rate, Avg Handle Time, and Occupancy. Each card carries a label, the current value, a direction chip (delta vs a reference window), a thin progress bar, and a target marker so “are we above or below goal” reads at a glance.
  • Agent status board — the roster with a segmented channel filter (All / Voice / Chat / Email), a name search, a status Filter popover (Available / On Call / Offline checkboxes), and a per-row action menu with Call from softphone (/voice/dialer) and Message via inbox (/inbox) links.
  • Service level gauge — the right rail’s top card: a ring with the current service-level percentage against the queue target (for example “Target 80/20”), a measurement window label, and a legend row splitting Calls / Met SLA / Breached.
  • Alerts & Callbacks — the rail’s middle card: flagged queue events with tone pills (Breaching, At risk, On track) and per-alert action labels that link through to the owning surface (/voice/queues for queue events, /voice/callbacks for callback due-times). The header badge counts open alerts.
  • Live pulse + SLA timeline + per-channel cards — the rail’s Live Pulse ticker streams newest-first queue events (New / Routed / At risk / Abandoned / Resolved, coloured per channel) on a shared clock; the footer’s Live SLA Timeline scatters the waiting heads against the per-queue target divider; and a 2×2 channel grid (Voice, Live Chat, Email, WhatsApp) breaks out each channel’s queue depth, longest/oldest wait, and SLA percentage so cross-channel imbalance is visible without opening per-channel queues.

​
2. First 10 minutes tour

Walk the floor the same way every shift; the order below is the one new supervisors settle on.
  1. Check the LIVE pill. The header’s LIVE pill means the page is the real-time floor view, not a report. If you see a stale or full-screen wallboard instead, you are on the wrong surface — the wallboard is for the TV, the floor is for your desk.
  2. Read the queue pulse left to right. In Queue tells you how backed up the floor is; Longest Wait names the worst-off head (the card caption calls out the channel and queue, for example “Voice · Billing”); Service Level reads against its own target marker. Treat the direction chips as first-sorting information: a falling abandon rate (down chip, success tone) is good; a rising handle time (up chip, warning tone) is a mild caution, not yet a problem.
  3. Scan the agent status board. Set the segment filter to the channel you supervise (Voice, Chat, or Email; All shows the whole roster), search a name when you need one agent, and use the Filter popover’s status checkboxes to trim to Available or On Call. The Time column is time-in-state — a long time on On Call with a short queue is normal; a long time on Available understates nothing, it just means the agent is idle.
  4. Read the service-level gauge. The ring answers “are we inside SLA right now”; the legend row quantifies it (Calls offered / Met SLA / Breached). A queue without a configured SLA target will not populate this or the footer timeline — set the target per queue first (open Voice → Queues, edit the queue, set the answer-within target).
  5. Work the Alerts & Callbacks rail card top-down. Red (Breaching) first, amber (At risk) second, green (On track) last — each row tells you exactly where to click through with its action label, and the only buttons rendered are ones with a real destination; a designed label with no target silently degrades to styled text rather than a dead control.
  6. Glance at Live Pulse and the SLA timeline. Live Pulse is the floor’s ticker — a recent-arrivals feed, not an ack queue. The footer’s SLA timeline points the heads that are about to breach (left of the target divider) vs already breached (right of it). Read it to catch a queue drifting toward breach before the alert row red-flags.

​
3. Acting on callbacks and per-channel SLA breaches

The rail’s middle card is where first-week supervisors spend most of their click-throughs; act on it in tone order.
  • Red — Breaching (/voice/queues). The queue console opens on the queue the alert names. There you rebalance (reassign agents into the queue from the roster) or trigger a mitigation rung. The full lifecycle — objective, forecast, breach policy, escalation ladder — is documented in the queue SLA forecast-callback runbook; do not re-derive it from the floor page.
  • Amber — At risk (/voice/queues). A spike the forecast is still absorbing. Open the queue console, decide whether to shift one agent early rather than wait for the breach alert to fire. The forecast gate (suggest/block) documented in the runbook is what decides whether a callback offer reaches the head before the window actually misses.
  • Green — On track, callback due (/voice/callbacks). The callbacks list opens on the due entry. Place the callback from the list; the page filters its due queue so “call now” lands on the right head. Callback entries that reach their due window sit in On track until handled — the green tone is a reminder, not a raise.
  • Per-channel SLA cards (footer). Each card colours its SLA bar by threshold (90%+ success / 80%+ warning / below that critical) so the channel with the worst number pulls the eye. Click through to the channel’s own queue surface to act; do not rebalance voice agents into a chat spike — the channel cards exist precisely to keep that imbalance visible.
The floor page is read-only apart from Export and Broadcast. Rebalancing, SLA-target edits, callback placement, and the breach-policy ladder all happen on the destination surfaces the alerts link to — never inline on the floor.

​
4. How this composite view relates to the queues, wallboard, and monitoring guides

The floor is a dashboard, not a replacement for the specialist surfaces:
  • Queue definitions and SLA targets live in Set up and run voice queues — the floor’s gauge and timeline read whatever the queue configured.
  • The wallboard (its guide) is the shared, TV-mounted display: fullscreen, auto-cycling tiles, masked caller numbers. Use it for common-room visibility; use the Contact Center floor at your desk, where the rail and click-throughs live.
  • Wallboard alarm rules (their guide) are the tenant-wide ad-hoc thresholds (a service_level floor, a longest_wait guard) that backstop the per-queue breach policy the runbook wires.
  • Supervisor live monitoring (voice) (listen / whisper / barge) and (digital) (read-over / join) are the in-call actions; the floor never bridges a call itself, it routes you to the surface that does.
  • Coaching handoffs — Supervisor coaching and agent-assist whisper coaching cover the follow-up after the floor flags a pattern.
Link, don’t repeat: when a drill-down on the floor takes you into one of those surfaces, that surface’s guide is the authority — this page stays the map.

​
5. Common first-week supervisor patterns

Three patterns recur on the floor during the first week of running a team:
  • Morning queue health check. Open the floor before stand-up: queue pulse for overnight drift, alerts card for anything that fired during the off-shift, status board filtered to Available to confirm staffing before the first spike lands. Thirty honest seconds, and the stand-up agenda reads itself.
  • Ticket dispersal during spikes. When an At-risk or Breaching alert lands, don’t reach for a spreadsheet — click through to the queue console, shift agents into the hot queue, and watch the live SLA timeline’s scatter drift back to the left of the target divider. The wire never leaves the floor’s window; you lose the room’s attention if you hop tools mid-incident.
  • Coaching handoff. When one agent’s name keeps surfacing on the wrong rows — long On Call while the queue backs up, or a pattern the pulse’s Avg Handle Time chip keeps flagging — screenshot nothing and hand the pattern to the supervisor coaching surface, with the broadcast composer for floor-wide notes in the meantime (owner/admin). The floor spots the pattern; the coaching surface works it.