Monitor agent performance in real time

Real-time monitoring gives you a moment-by-moment view into the activity and performance of your agents, teams, channels, and topics.

You can filter the available metrics to better understand your support flow and uncover ways to increase productivity. To access this feature, you need Admin and Team Admin permissions.

1. In Inbox, select Track performance , and then select Real-time monitoring.
2. Select Agents, Teams, Channels, or Topics.
   Each page offers customized filters for that area. Your filters remain in place even after you sign out.
   

Real-time data refreshes every 30 seconds. You can pause the auto-refresh at any time to study a particular set of information. Each page also shows metrics from the past 12 hours.