Calls in real time Report is a convenient tool for sales department managers, allowing real-time monitoring of the team's work. Thanks to it, you can track online calls, their statuses, and the state of managers in real time.
Benefits of the report:
Immediate control – quick tracking of employees' activity enables a prompt response to changes.
Quick decision-making – in case of issues, you can intervene immediately without waiting for reports.
Increased motivation – awareness of monitoring encourages better performance.
Process optimization – data analysis allows improving work organization.
This report helps companies become more structured and competitive in the market.
The report is available in the Call Center → Calls in real time section.
Let’s take a closer look at the report's functionality and features.
Main report page
In the top panel, real-time statistics are displayed:
Total number of calls – active calls at the moment.
Waiting for an answer – calls without a response from a manager or client.
Of these, incoming – the number of incoming calls waiting.
Talking – ongoing calls.
Of these, incoming – the number of ongoing incoming calls.
Further, you can see the following information:
Type – incoming, outgoing, callback.
Employee – employee data in Ringostat.
Department – assigned manager’s department.
Status – current call status.
Client – client’s number.
Business number – the number the client called (for incoming calls) or the number the manager called from (for outgoing calls).
Waiting time – the time spent waiting in line for an answer from the client (for outgoing calls) or from the manager (for incoming calls).
Conversation duration – total call duration from the moment the receiver was picked up.
Forwarding scheme – name of the forwarding scheme for an incoming call.
In the menu, you can select a filter by one or multiple employees:
You can use the search bar and apply a filter and also filter by department
Phone numbers can be copied if necessary. To do this, click on the icon next to the number.
Employee details
To see detailed statistics of a manager and their activity, simply hover over the selected manager and click the “Open profile” icon.
On the right side, a menu will open displaying:
Employee's full name, department (if any), and all accounts/numbers linked to the employee (they can be linked in the employee's profile).
Summary statistics
You can select statistics for: Today, Last 3 days, Last 7 days.
This period is used to generate statistics in all subsequent sections.
Depending on the selected period, you can analyze:
The total number of all calls handled by the manager and their type (incoming or outgoing), the number of missed calls.
The total duration of all calls, average call time, average response time.
Time spent in different statuses.
Call distribution by days
You can see the employee’s workload for the previously selected period – just click the “Expand data” button.
A graphical representation displays detailed information about calls, including missed ones, allowing visual analysis of the employee’s activity and efficiency.
Only calls where the ringing lasted longer than 5 seconds are considered missed calls.
In the same block, you can directly access the Call Log to review/listen to the employee's conversations for the selected period.
Time spent in statuses by days
In this section, graphs show detailed data on the manager's status over the selected period. If you hover over a graph for a given day, you can also see the employee’s time spent in each status in text format.
Click the “Expand details” button to expand detailed status data.
The timeline on the graph is interactive – when hovering over a specific time range, you can see when exactly the manager was in a particular status.
For example:
On March 24, the manager was offline from 00:00 to 08:56.
On the same day, they were online from 10:56 to 18:54.
Between 15:48-16:13, they were on a call.
Important details:
The Do Not Disturb status only works in our Ringostat Smartphone desktop app.
If a manager has multiple SIP accounts logged into different User Agents (softphones), the current status is determined based on data from all the employee’s SIP accounts in the project.
Status priority is as follows:
First – SIP accounts with the On a call status,
Then – Online,
Next – Do Not Disturb,
Last – Offline.
Example:
An employee has two SIP accounts simultaneously authorized in different softphones, with different statuses:
In MicroSIP, the employee was online from 8:00 to 18:00 (the whole day).
At the same time, in the Ringostat Smartphone app, the employee changed statuses:
8:00 to 12:00 – online,
12:00 to 12:10 – Do Not Disturb,
12:10 to 13:00 – offline,
13:00 to 17:00 – online,
17:00 to end of the day – offline.
On the general status graph, it will show that the manager was online from 8:00 to 18:00, ignoring other statuses due to the priority order above.
However, if the employee was on a call in MicroSIP from 9:00 to 9:15, while at the same time offline or in Do Not Disturb mode in our app, the graph will still show that the manager was Talking from 9:00 to 9:15, because the On a call status has the highest priority.
Supervisor joining a call
This feature allows listening in on a call with a client in real time.
The client does not hear the supervisor. The manager hears both the client and the supervisor. The supervisor can guide the manager during the conversation.
Listening to a call is only possible between SIP accounts within the same project. The supervisor must also use a SIP account from the same project.
How to use this feature?
The supervisor should go to “Call center” → “Calls in real time”.
In an active manager’s call, click the headset icon “Connect”.
After clicking “Connect to an active call”, a browser notification will appear:
“Open the Ringostat Smart Phone application?” – confirm it.
After confirmation, the supervisor joins the active call monitoring.
The supervisor can mute themselves or assist the manager by giving hints during the client conversation.
