# Live analytics
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Use the **Live analytics** dashboard to monitor live conversation activity in your contact center. The dashboard shows real-time metrics related to contact center operations.

- Data marked with a **clock icon** covers the period from 12:00 AM to 11:59 PM. This includes **Closed conversations** in the **Conversation** widget and in **Queues**.
- All other data refreshes every 15 seconds.

To see the live analytics:

1. [Log in](https://portal.infobip.com/login) to your Infobip account.
2. Go to **Conversations** → **Analytics** → **Live analytics**.
3. Use the following filters to refine the metrics:
   - **Agents**
   - **Queues**
   - **Channels**
   - **Direction**
    > Filtering by Channels may show or hide certain elements in the dashboard. For example, if you select Channel = SMS, call-related metrics are hidden because they do not apply to the SMS channel.
4. In each section, select the **Arrange columns** on the right to open the column settings. From there, you can **reorder** columns or use the checkboxes to control column visibility. You can **cancel** your changes, **reset** the columns to their default settings, or **apply** the new configuration at any time by selecting the corresponding option.

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## Active calls overview

The **Active calls overview** includes the following sections:

1. **Live calls**: Displays the total number of active calls along with a breakdown of their distribution by status across two tabs:
    - **Per status**: In IVR, Waiting in queue, With agent
    - **Per direction**: Inbound, Outbound
2. **Waiting in queue**: Inbound calls currently waiting to be connected to an available agent. Also includes outbound calls waiting after being transferred. Metrics include:
    - **Total**
    - **Current longest wait time**: The longest time a user has been waiting for an agent, measured from when the call starts until it is accepted
3. **In IVR**: Calls currently in the interactive voice response system. Metrics include:
    - **Total**
    - **Inbound**
    - **Outbound**
4. **With agent**: Calls currently being handled by an agent. Metrics include:
    - **Total**
    - **Inbound**
    - **Outbound**

## Active calls

The **Active calls** metrics section provides real-time data about agents and all customers waiting in queues for an available agent to answer their call.

The metrics table displays the following details:

- **Topic**
- **Customer**
- **Agent**
- **Queue**
- **Customer status**
- **Call duration** (including wait time, talk time, and hold time)

You can further refine the displayed data using filters for:

- **Customer**
- **Agents**
- **Queues**
- **Customer status** (talking, on hold, waiting for an agent)
- **Direction** (inbound, outbound)

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## Conversations

The **Conversations** metrics section includes:

- **Open and assigned**: All open conversations with assigned agents.
- **Open and unassigned**: All open conversations without assigned agents.
- **Closed**: All closed conversations. This is measured from 12 AM to 11:59 PM.

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## Queues

The **Queue** metrics section includes:

- **Queue name**: Name of the queue.
- **Open and assigned**: Number of open conversations with assigned agents.
- **Open and unassigned**: Number of open conversations without assigned agents.
- **Set to waiting**: Conversations waiting for an agent’s response.
- **Agent statuses**: Distribution of agents in the *Available*, *Busy*, and *Away* status groups.
- **Closed conversations**: Total number of closed conversations in the queue.

You can customize the column layout by selecting **Arrange columns**. Drag and drop items to reorder, include, or exclude columns as needed.

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## Agents

The **Agents** metrics section includes:

- **Agent name**: Name of the agent.
- **Status**: Current availability status of the agent.
- **Time in status**: Duration the agent has been in the current status.
- **Current workload**: Number of active conversations the agent is handling compared to their maximum workload limit.

You can customize the column layout by selecting **Arrange columns**. Drag and drop items to reorder, include, or exclude columns as needed.

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