A live view of your call team, inside your Call Center
See who is available, on a call, or offline. See every call ringing or in progress, who is handling it, and who is waiting in the queue. Show it or hide it with one tap.
The phone rings. Who is free?
The phone rings and someone asks who is free. Guessing costs you calls, and looking around the room does not work when the team is spread out. Live Agents puts the answer on the screen, and it updates as calls move through the queue.
Nobody knows who is free
The team asks across the room, or across a chat, while the phone keeps ringing.
trending_downCalls waitCalls in progress are invisible
Without a live view, you only find out who took a call after it ends.
trending_downNo view of the day as it happensThe queue is out of sight
Callers wait on hold and nobody on the floor can see how long.
trending_downLong waits go unnoticedAvailable, on a call, or offline
All Agents lists your team with a live status, the length of the current call, when they were last online, and their last contact. Agents who are live sit above those who are offline.
- checkA live status for each agent
- checkCurrent call time
- checkLast online and last contact
Every call in motion, and who has it
Live Calls shows each call ringing or in progress, with who is handling it. Calls Queue shows who is waiting and for how long. It updates live as calls move through the queue.
- checkRinging and in progress
- checkWho is handling each call
- checkWho is waiting, and how long
Everything a live view of the phones needs
All Agents
Each agent shows as Available, On a call, or Offline, with their current call time, last online, and last contact.
Live Calls
Every call ringing or in progress, with who is handling it and how long it has run.
Calls Queue
Callers waiting in a queue, with the queue name and how long they have waited.
Show or hide
One tap in the Call Center shows or hides the panel.
From guessing to knowing
Turn it on
Switch on Live Agents in Settings, under Features.
Open the panel
In the Call Center, tap the Live Agents button to show the panel.
Act on what you see
Click an agent or a live call to open that call.
Live Agents is on Business and up.
It ships off, so turn it on in Settings, under Features. Admins and managers can see it by default.
Built for any team that answers the phone
Clinics and practices
See who at the front desk is free before the next call comes in.
Agencies and firms
See who is on a call with a client before you transfer one.
Field service and construction
See which dispatcher is free when the phones get busy.
A live view on top of the calls you already take
Live Agents is part of Genaya, so it sits right inside your Call Center.
Call Center
The panel sits beside your calls and conversations.
Monitoring
Open a live call, and members with the permission can monitor it.
Questions teams ask about the live view
Available, On a call, or Offline.
Anyone with the Call Center permission to view live agents, once the feature is on. Admins and managers have it by default.
Yes. It updates live as calls move through the queue, with no refresh needed.
Yes. Click a live call, or click an agent who is on a call, to open that call.
Business and up. It ships off, so turn it on in Settings, under Features.
Ready to see your phones as they happen?
Turn on Live Agents and open the panel in your Call Center.