This article explains the Numbers tab within the Live Monitoring+ dashboard. You will learn about the available metrics, filters, and actions to help you monitor phone line performance and quickly identify areas for improvement.
Who can access the Numbers tab.
The numbers tab is available for companies with access to the Live Monitoring+ dashboard. The Live Monitoring+ is available for companies with the Analytics+ add-on. Access is granted to users with admin or supervisor roles.
The displayed data may be limited by your permissions, including visibility to specific numbers or teams. Please visit our article Understanding permissions in Analytics for more details.
What you can do under the Numbers tab
This tab provides a real-time breakdown of activity per number, allowing you to:
Identify bottlenecks across phone lines
Adjust agent allocation or staffing in real time
Monitor call volume and SLA performance across all numbers
Numbers tab overview
You can sort the table by any metric to focus on specific insights. For example, click the Waiting column to view which numbers have the most calls waiting
If the list exceeds your screen capacity, scroll down and select Load more.
The total number count appears in the top right corner of the calls table.
A maximum of 200 numbers can be displayed. When this limit is reached, a note will appear.
Clicking on a number opens its list of ongoing and ended calls, allowing you to troubleshoot issues directly.
To focus on waiting calls, click the Waiting metric.
Filters
You can refine your view to focus on specific data using filters.
Filters allow you to:
Search for specific phone numbers
Display numbers associated with certain users or teams
NOTE:
For more information about filters, see our article Live Monitoring: Filters and Settings. For more information about call statuses, see our article Get started with Live Monitoring & Live Monitoring+Metrics
Each number is associated with several key performance indicators (KPIs). Hover over any table header to see the metric definition. The phone number itself is displayed in a tooltip when hovering over the number name.
| KPI | Description |
|---|---|
| Waiting | Number of inbound calls currently waiting |
| Outbound | Total number of outbound calls (connected or not) |
| Inbound | Total number of inbound calls received |
| Answered | Number of inbound calls answered |
| Unanswered | Number of inbound calls unanswered |
| % | Percentage of unanswered inbound calls compared to total inbound calls received |
| SLA | Percentage of inbound calls breaching SLA |
| Time to answer (avg) | Average time taken to answer an inbound call |
Comprehensive definitions for each KPI can be found in the article Live Monitoring: Top KPIs.
Drill down into a number's list of calls
From the Numbers tab, click any number to access its ongoing or ended calls.
You can then:
Review detailed call activity
Troubleshoot issues such as long wait times or missed calls
Focus on calls currently waiting to be answered by clicking the Waiting metric
IMPORTANT:
Internal calls are excluded from this view.
Troubleshooting the Numbers tab
For answers to common questions, please visit our article Live Monitoring: FAQ.