VoiceQ365 · Real-Time Dashboard

See what is happening in Teams Phone right now.

Monitor call queues, wait times, calls and agent availability in real time, so the responsible teams can respond while the situation is still current.

Book a product walkthrough Explore the other modules

For Teams Phone owners, service desk teams, IT operations and queue managers.

The challenge

Historical reports do not show what is happening right now.

When teams only see historical figures, changes are discovered after the fact. They need a shared, current view of queue load, wait times and agent availability while calls are being handled.

Rising call activity becomes visible too late

Without a real-time view, a growing queue or increasing wait time may only be noticed after the situation has already developed.

The responsible teams lack a current view.

Queue load and availability are viewed separately

The number of waiting calls only provides the necessary context when viewed alongside current agent availability.

Queue load and availability need to be viewed together.

Different teams lack a shared status

Service desk teams, queue managers and IT operations may otherwise work from different snapshots.

They need the same current status.

Real-Time Dashboard in practice

See current call activity in one view.

The dashboard brings queue load, wait times, today’s calls and agent availability together in focused views.

Queue load

Monitor waiting calls and the longest current wait time in the relevant call queues.

VoiceQ365 module

From status to prioritisation

Use the current status to prioritise attention.

Real-Time Dashboard shows the current situation. Call history and trends over time are analysed in Call Analytics.

Compare call queues

See where calls are building up and which queues have the longest current wait time.

View queue load and availability together

Assess waiting calls in relation to which agents are signed in, available or busy.

Share the same real-time status

Give Teams Phone owners, service desk teams and queue managers access to the same current view.

Access, roles and audit trail are managed through Coherence.

Questions about Real-Time Dashboard

What to know about the real-time operational view.

What does Real-Time Dashboard show?

The Dashboard displays the current status of call queues, waiting calls, waiting times, day calls and agency availability.

What is the difference between Real-Time Dashboard and Call Analytics?

The Real-Time Dashboard shows the current operation. Call Analytics is used to investigate historical calls, patterns and developments over time.

Who typically uses Real-Time Dashboard?

This is relevant for telephone operators, service desks, IT operations, cooling managers and partners to follow the current load and manning.

How is access controlled?

Access and roles are handled through Coherence so that the display can be delimited according to the responsibility of the organisation or partner.

Does Real-Time Dashboard replace Microsoft Teams Phone?

No. Microsoft Teams Phone handles the calls. Real-Time Dashboard provides an overall, current picture of the relevant operation.

Where is data processed and stored?

Coherence runs in Microsoft Azure. The geographical location depends on the specific delivery. If your organisation has specific data location requirements, we'll clear them as part of the solution.