Live dashboards for Talk – Gravity CX

Ref: D05 · Track: Admin & Reporting · Time to complete: ~3 min

Why this matters

Explore dashboards have a data lag (~1 hour — see D02). For phones, that's useless. You need to know right now how many calls are queued, how many agents are on calls, and whether the wait time is spiking. That's what live dashboards for Talk are for.

What a live Talk dashboard shows

Typical widgets, refreshed every few seconds:

Agents online / away / on call / idle — visual grid of status.
Calls in queue — how many callers are currently waiting.
Current wait time — longest caller's wait.
Calls handled today — running count.
Abandoned calls today — running count with abandon rate.
Callback queue — customers requested a callback, not yet returned.
Average handle time — rolling average for today.

Some plans include a large-screen view designed for wall-mounting in a support room.

Where to find it

From Talk admin → Dashboards → Live (or Admin Center → Talk → Live dashboard). Open it in a dedicated browser tab — it updates live.

Access is usually role-restricted (supervisor/admin). If you need broader visibility, share a read-only snapshot or the URL with viewers who have the right permission.

What supervisors use it for

Staffing in real time

Queue growing, wait time spiking — pull agents from Away, reassign from other channels, or call in reinforcements.

Coaching moments

Listen in on a live call (if your plan supports it) and coach after. The dashboard shows who's currently in a call so you can monitor the right agent.

Monitoring abandon rates

If abandoned calls tick up, there's a routing or capacity issue. Investigate immediately; it's a customer experience fire.

End-of-day summary

Totals, peak queue, abandoned rate — quick sanity check before going home.

The "war room" setup

For busy support centers, project the live dashboard on a wall:

Everyone sees the queue.
Agents self-regulate (seeing calls pile up motivates action).
Supervisors decide in seconds rather than minutes.

Add a second screen with the agent-status grid and you've got visibility into both the work and who's doing it.

Live vs Explore — when to use which

Need	Use
Right-now queue depth	Live dashboard
Trends over days/weeks	Explore
Coaching individuals today	Live (monitor), Explore (metrics)
Board reports	Explore
Capacity planning	Explore
Fire-fighting a spike	Live

They complement each other. Use live for ops, Explore for analysis.

Gotchas

Dashboard assumes agents set their status correctly. If an agent forgets to flip from Online to Away before lunch, the dashboard thinks they're idle. Coach on status discipline.
Browser tab timeout. Some browsers throttle background tabs — the live dashboard stops refreshing. Keep it foregrounded.
Permissions. Agents may or may not have live dashboard access. If you want to make it a floor culture, grant it broadly as read-only.
Messaging live dashboard. Similar concept exists for live chat/messaging, but it's a separate view. If your org is heavily chat, make sure you're monitoring both.
Time-of-day patterns. A single snapshot is meaningless — compare to the usual volume for this hour. Over time, the pattern becomes intuition.

Quick check — have you got this?

Queue is 12 callers deep, wait time 4 minutes. Next move?
Why use a live dashboard instead of Explore for Talk?
Three agents are showing Online but none are on calls, and the queue is growing. Likely cause?

Answers

- Pull extra agents online (from Away, from other channels). Possibly enable callback. Address routing if it's a chronic issue. - Explore has a data lag (~1 hour). Talk ops needs real-time visibility. - Skill or group mismatch — the queued calls need a skill these agents don't have. Or routing config is broken. Investigate.

B01 — Talk: online, away, and transfers-only
D01 — Omnichannel routing and capacity rules
D02 — Explore: the Support dashboard