# Agent Monitoring

This section defines how supervisors and administrators monitor, manage, and support agents in real-time and historically. It ensures operational efficiency, quality control, and compliance within the dialer system.

# Monitoring Overview

###   


First, you will need to go to the **Monitoring** section located in the left-hand menu bar.

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/scaled-1680-/8H5image.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/8H5image.png)

At first glance, you will find several sections, for example:

1. **X (Extension):**  
    Represents the extension number of each agent.
2. **Agent Name:**  
    Displays the name of the agent currently logged into the system.
3. **Status:**  
    Indicates what the agent is currently doing, such as available, on break, in a manual call, or on an active call.
4. **Last Time:**  
    Shows the amount of time the agent has been in their current status.
5. **Profile:**  
    Displays the current profile assigned to the agent.
6. **Portfolio:**  
    Shows the portfolio(s) assigned to each agent.
7. **Rating:**  
    Displays the agent’s performance rating.
8. **Waiting Calls:**  
    Lists the calls that are currently waiting to be answered.
9. **Ringing Calls:**  
    Displays the calls that are currently ringing.
10. **Live Calls:**  
    Shows the calls that are currently in progress.
11. **Total Agents:**  
    Displays the number of agents who are on a call, on break, or available to take a new call.
12. **Filter:**  
    Allows you to freeze the agent view to stop real-time updates, making it easier to review information. It also lets you apply specific filters to display only the data you need.

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/scaled-1680-/wshimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/wshimage.png)

# Real-Time Agent Monitoring

To access this section, you will need to click on the agent’s **X (extension)** in order to view their current information.

Here you will find several options:

- **Listen:**  
    Allows you to listen to the conversation during the call.
- **Whisper:**  
    Allows you to intervene, but you will only be able to speak to the agent (the customer will not hear you).
- **Barge:**  
    Allows you to fully join the call between the agent and the customer.
- **Force Out:**  
    Forces the agent to be logged out of the system, regardless of their current status (on a call, on pause, available, etc.).

[![image.png](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/scaled-1680-/s3Wimage.png)](https://wiki.croco-dial.net/uploads/images/gallery/2026-04/s3Wimage.png)