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Dashboard

Dashboard

The Workforce Dashboard is the live fleet view. It shows every agent -- human and AI -- in one place, with their current status, the channels they are working, and the queues they cover. Use it to spot coverage gaps, see who is on a call right now, and understand how AI Agents and human agents are sharing the load.

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Overview

The Dashboard pulls together three sources of truth:

  • Agent status -- what each agent is set to right now (Available, On Call, Wrap Up, custom statuses, etc.).

  • Live PBX activity -- which agents are on a call, and what queue the call came from.

  • Daily activity summary -- today's call and chat counts so far, per agent.

The page refreshes automatically as status changes and calls flow through the system, so you do not need to reload to see updates.

Reading the dashboard

Each agent appears as a card showing:

  • Name and avatar.

  • Agent type indicator -- AI Agents are marked with the AI iris icon. Human agents show their avatar.

  • Current status with the status color and icon you configured in Settings.

  • Active call or chat, if the agent is currently engaged.

  • Queue coverage -- the queues this agent is logged into.

  • Today's totals -- calls handled and chats handled so far today.

A low-availability indicator appears on the page when overall availability across the team drops below 60%. Use it as an early warning that you may need to bring more agents online or extend AI Agent coverage.

Filtering by agent type

The Dashboard has an agent type filter at the top:

  • All -- humans and AI together.

  • Human -- only human agents.

  • AI -- only AI Agents.

Filtering helps when you want to look at the human team and the AI fleet separately. AI Agents typically scale up and down differently than humans, so isolating them clarifies what each side of the workforce is doing.

Fold-by-agent view

When the same human is configured as multiple agent identities, the Dashboard folds those rows together so you see one row per person. Expand the row to see the underlying agent identities.

When to use the Dashboard

  • Start of shift -- confirm the right agents are logged in and on the right queues.

  • During a surge -- see who has capacity and whether AI Agents are absorbing load.

  • Spot checks -- verify that an agent is actually in the status they should be in.

  • End of day -- see today's running totals before pulling a full report.

For longer-range performance analysis, use Daily Summary. For a single agent's full day reconstruction, use Timeline.

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