Twilio provides real-time monitoring of agents within your Twilio Flex contact center.
Account Owners, System Admins & Supervisors
Platform roles required to monitor agent queues in real-time.
To monitor agents in real-time, users will navigate to the Monitor Agents screen.
Navigate to Menu > Monitor Agents
View Agent's Task Activity in Real-Time
Within the Monitor Agents screen, users will be able to monitor and manage agents within your Twilio Flex contact center.
Twilio allows displaying 200 agents within the agent list view at once. Search can be used to find and monitor agents in real-time. Agents can be searched by their Twilio Flex display name.
Within the agent list view, you can apply filters to view agents with specific agent statuses.
Monitor Live Calls
Account Owners, System Admins & Supervisors can listen to calls that are in progress.
To listen to a live call, click on the call task card to display the task details panel.
- After the task details panel opens, click on the "listen" (speaker) icon
To stop listening to a live call, click on the "stop listening" button in the notification bar.
PRO TIP: You can navigate to other screens within your Twilio Flex contact center allowing you to multi-task while monitoring calls.
Monitor Live Conversations
Account Owners, System Admins & Supervisors can view active conversations that are currently in progress.
The following conversations are supported by default:
- SMS conversations
- Webchat conversations
To view a live conversation, click on the conversation task card to display the task details panel.