In conversation section in Freshcaller gives call center admins and supervisors insights into all the ongoing calls between agents and customers.

The Live Dashboard tab in Freshcaller shows you the following details:

  • In Queue: Visibility into call queues

  • In Conversation: Ongoing conversation between agents and customers

  • Agents: Agent availability status and their last activity information

The In Conversation section is part of the Live Dashboard tab which provides insights into:

  • Number of in conversations

  • Detailed caller contact details

  • Agent handling details

  • Call direction

  • Average call duration

  • Call duration

Supervisors and admins can join any of the calls and monitor them discreetly, or barge in and join the conversation with callers. 

As you filter the call queue, the ongoing conversations will automatically change and show conversations for the selected queue.