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 operations teams can act on current conditions.

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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 have historical figures, operational issues become visible after they have occurred. 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 escalated.

Operations teams lack a shared live view.

Queue load and availability are viewed separately

Queue load is easier to interpret when current agent availability is visible alongside waiting calls.

View queue load and availability together.

Different teams lack a shared status

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

They need a shared view of current conditions.

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 live queue conditions to decide where attention is needed.

Real-Time Dashboard shows live queue conditions. Use Call Analytics to analyse call history and trends over time.

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.

Work from a shared real-time view

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

Access, roles and audit trail are managed through Coherence.

Questions about Real-Time Dashboard

Common questions about real-time operational monitoring.

What does Real-Time Dashboard show?

Real-Time Dashboard shows the current status of call queues, waiting calls, wait times, calls today and agent availability.

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

Real-Time Dashboard shows current operations. Call Analytics is used to investigate historical calls, patterns and trends over time.

Who typically uses Real-Time Dashboard?

It is relevant for Teams Phone operators, service desk staff, IT operations teams, queue managers and partners who monitor current workload and staffing.

How is access controlled?

Access and roles are managed through Coherence, so each organisation or partner can limit the view according to user responsibilities.

Does Real-Time Dashboard replace Microsoft Teams Phone?

No. Microsoft Teams Phone handles the calls. Real-Time Dashboard provides a consolidated view of current call queue operations.

Where is data processed and stored?

Coherence runs in Microsoft Azure. The geographic location depends on the specific delivery. If your organisation has specific data residency requirements, we clarify them as part of the delivery.