The supervisor dashboard in ccaas.edesy.in shows the contact center as it runs: how many agents are available, on call, in wrap-up, on break or offline; how many callers are waiting and the longest wait; and today's service level, answered and abandoned calls, average wait and average handle time. Agent status changes arrive live over a WebSocket.
What the dashboard shows#
| Tile | Meaning |
|---|---|
| Total agents | Agents in the workspace |
| Available / On call / Wrap up / On break / Offline | Agents in each status right now |
| Service level (today) | Share of today's answered calls answered within 20 seconds |
| Avg wait (today) | Average time callers waited before an answer |
| Avg handle (today) | Average talk time per answered call |
| Longest wait (now) | The longest a current caller has been waiting |
| Calls waiting | Callers in all queues right now |
| Active calls | Calls connected to agents right now |
| Answered (today) | Calls answered today |
| Abandoned (today) | Callers who hung up before an answer |
Below the tiles are three panels: Live calls (with listen, whisper and barge), Agent status (each agent's name, extension, status and reason) and Queue status (per-queue waiting calls, longest wait and service level).
How it updates#
- Agent status changes are pushed instantly over the supervisor WebSocket (
agent.status.change). - Totals and queue numbers refresh every 15 seconds from GET
/v1/ccaas/metrics/realtime. - Queue cards on the Queues page refresh every 10 seconds.
Build your own view#
The same numbers are available to your own tools:
curl https://voice-api.edesy.in/v1/ccaas/metrics/realtime \
-H "Authorization: Bearer sk_your_api_key"
The response's data object includes total_agents, agents_online, agents_available, agents_on_call, agents_on_break, total_waiting_calls, longest_wait_seconds, calls_offered_today, calls_answered_today, calls_abandoned_today, service_level_today, avg_wait_time_today, avg_handle_time_today and active_calls.
FAQ#
How is service level calculated?#
Answered within 20 seconds divided by answered calls. Calls that were never answered do not count against it; they show up as abandoned.
What counts as abandoned?#
A caller who hangs up while waiting or while an agent's browser is ringing.
Does the dashboard show dialer calls?#
Yes. Dialer calls bridged to agents go through a queue, so they appear in the agent and call counts.
Can several supervisors watch at once?#
Yes. Every supervisor with access to the workspace sees the same live data.
Can I see an agent's break reason?#
Yes. The agent status panel shows the reason an agent chose, such as Lunch or Training.
Where is historical data?#
In Analytics. See Reports.