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Vodia Agent Activity Dashboard

Overview​

The Vodia Agent Activity Monitor Dashboard provides comprehensive real-time monitoring of agent status and queue performance across your call center operations. This dashboard gives supervisors and administrators instant visibility into agent availability, call activity, queue metrics, and historical performance data.

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Key Features​

Real-Time Agent Monitoring​

  • Live agent status: See which agents are online, on calls, in DND mode, or offline
  • Queue membership tracking: Visual display of which queues each agent is assigned to
  • Instant status updates: Automatic refresh of agent status changes without page reload

Smart Queue Badge System​

  • Active queue indicators: Blue badges show queues where agents are logged in and available
  • Inactive queue indicators: Gray badges show queue assignments where agents are logged out
  • Real-time login tracking: Badges update immediately when agents log in/out of queues
  • Complete queue visibility: Full queue names and numbers displayed without truncation

Historical Performance Analytics​

  • Configurable time periods: View data for today, yesterday, this week, or last week
  • Call statistics: Track conbined answered calls, abandoned calls, and wait times across all Queues
  • Alert indicators: Visual warnings when abandonment rates or wait times exceed normal levels

Live Queue Performance​

  • Current queue length: See how many callers are waiting in each queue
  • Wait time monitoring: Track current and maximum wait times
  • Active call counts: Monitor how many agents are currently handling calls
  • Summary metrics: Dashboard cards showing key performance indicators

Installation​

Setup Instructions​

  • Download and customize files

    • Customize user_portal_custom.js at Tenant or User Level. Here is the link to download the JS file: Agent Activity Dashboard
    • CUstomize the user_portal.htm file as well, Here is the link to the file.

  • Enable Custom Homescreen

    • At extension or tenant level, set Content for the home screen to Custom Content
    • Navigate to Tenant -> Advanced -> User Page Control OR Extension settings -> Provisioning Tab -> User Page Control

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  • Configure Required Permissions

    • Ensure Call records and Queue permissions is enabled under Tenant settings -> group

Configuration​

Dashboard Settings​

  • Auto-refresh interval: Default 30 seconds for data updates
  • Queue display limit: Shows up to 10 queues by default
  • Historical data range: Configurable from today to last week

Usage Guide​

Dashboard Overview​

When you open the dashboard, you'll see:

  • Summary cards at the top showing total answered, abandoned, waiting, and active counts
  • Agent list below showing all agents with their current status and queue assignments
  • Control panel in the header for time period selection and data export

Understanding Agent Status​

  • Green highlight: Agent is currently on an active call or ringing
  • Red highlight: Agent is in Do Not Disturb mode
  • No highlight: Agent is idle and available for calls

Queue Badge Colors​

  • Blue badges: Agent is logged into this queue and can receive calls
  • Gray badges: Agent is assigned to this queue but currently logged out