Realtime Dashboard
Heedify realtime dashboard pushes live queue, agent and call state via WebSocket from analytics.heedify.io, integrated with Microsoft Teams presence for agent availability, with per-queue drill-down to active calls and per-agent drill-down to connected calls. The Realtime Dashboard shows live queue and agent activity — no page refresh needed.
Accessing the dashboard
- Open Realtime Dashboard from the sidebar
- Use the filter bar to narrow by entity, queue or agent
Top-level views
The dashboard has three top-level views that share the same filter bar.
| View | Shows |
|---|---|
| Queues | Per-queue tiles with calls in queue, longest wait, SLA % and agent counts |
| Agents | Per-agent tiles with current status, current call (if any) and today’s performance |
| Queue (detail) | Live list of calls currently in a single queue — opens when you click a queue tile |
Queue view
The queue view lists every queue visible to the selected entity. Each tile surfaces:
| Field | Description |
|---|---|
| Queue name | Display name of the queue |
| Calls in queue | Number of calls currently waiting |
| Longest wait | Wait time of the oldest waiting call |
| SLA % | Today’s service level against the configured target |
| Ready agents | Count of agents available to take a call |
| Busy / Break / Offline | Counts of agents in each non-ready status |
Per-queue drill-down
Click a queue tile to open the Queue detail panel. The panel shows every live call in the queue with:
- Caller number or name when known
- Time in queue (live counter)
- Routing path so far (which previous queues handled the call, if any)
- Last alerted agent
Use this view during incidents to see exactly which callers are waiting and how long they have been queued.
Agent view
The agent view lists every agent in the selected entity. Each tile surfaces:
| Field | Description |
|---|---|
| Agent name | Display name (mirrors Teams presence) |
| Status | Ready / Busy / Break / Offline — driven by Teams presence |
| Current call | The call the agent is on right now, if any |
| Calls today | Inbound, outbound, accepted and missed counters for the current day |
| Average ringing time | Mean time before the agent picks up (today) |
Per-agent drill-down
Click an agent tile to open the Agent detail panel. It shows the connected calls for that agent in realtime — useful when an agent is on multiple call legs (consult-transfer in progress, parked calls, etc.). The panel updates as calls connect and end.
Agent performance
Each agent tile shows live KPIs for the current day so you can spot underperformance without leaving the realtime view:
- Accepted calls — calls the agent picked up today
- Missed (RONA) calls — calls that rang the agent but were not answered
- Average ringing time — mean alert duration before pickup
- Average call duration — mean talk time today
Filtering
Filters apply to all widgets on the dashboard:
| Filter | Description |
|---|---|
| Entity | Current entity (or All) |
| Queue | One or multiple queues |
| Agent search | Filter agents by name |
Edit layout
- Click Edit Layout
- Drag and resize tiles
- Click Save Layout
Your layout is saved in your browser’s local storage and restored on next sign-in to the same browser. Open the dashboard on a different machine and you’ll start from the default layout. Click Reset Layout to return to defaults.
Agent statuses mirror Teams presence. Make sure your agents are signed in to Teams for accurate data. If a status seems stuck, ask the agent to toggle their Teams presence.
FAQ
Q: How real is realtime in Heedify? A: Live. The dashboard receives queue, agent and call updates pushed by analytics.heedify.io over a WebSocket connection — no page refresh, no polling. State changes appear within seconds.
Q: Can I see the calls in a queue right now? A: Yes. Click any queue tile to open the Queue detail panel and view every live call with caller identity (when known), a live time-in-queue counter, prior routing path and the last alerted agent.
Q: Why does an agent show as Not Ready in Heedify? A: Agent statuses mirror Microsoft Teams presence. Ready / Busy / Break / Offline are mapped from Teams presence. If a status seems stuck, ask the agent to toggle their Teams presence.
Q: Where is my dashboard layout stored? A: Your layout is saved in your browser’s local storage and restored on next sign-in to the same browser. A different machine starts from the default layout — click Reset Layout to return to defaults.
Works with: Microsoft Teams, Teams Phone, Microsoft Teams presence, WebSocket, analytics.heedify.io, Heedify queues, Heedify agents.