# Real-Time Dashboard

> The supervisor dashboard shows agents by status, calls waiting, longest wait, service level, abandoned calls, average wait and handle time, and live calls.

Source: https://edesy.in/docs/contact-center/supervisors/realtime-dashboard

The supervisor dashboard in [ccaas.edesy.in](https://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

1. **Agent status** changes are pushed instantly over the supervisor WebSocket (`agent.status.change`).
2. **Totals and queue numbers** refresh every 15 seconds from `GET /v1/ccaas/metrics/realtime`.
3. **Queue cards** on the *Queues* page refresh every 10 seconds.

## Build your own view

The same numbers are available to your own tools:

```bash
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](https://edesy.in/docs/contact-center/supervisors/reports).