6.2. Live Calls 
The Live Calls panel shows details on the current calls, fax and email in real time.
As an agent you can see the calls, fax and email of every queue to which you are currently
assigned. The following information is displayed:
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Call IDA unique number identifying a call, fax or email. It is increased by one with every call, fax and email.
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Call status
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For a call: shows whether the caller is still waiting or on the phone (talking).
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For a fax or email: shows whether the fax or email has already been read.
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QueueName of the queue.
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Q-PosPosition in the queue.
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Q-TimeTime spent waiting, in seconds.
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Talk
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For a call: Time spent talking, in seconds
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For a fax or email: time spent, in seconds, from the opening of the fax or email until the screen pop is closed
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Alert
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Time the call is on queue before being answered by an agent.
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CLI
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For a call: incoming contact center calls are matched against the various system directories
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For a fax or email: incoming contact center email are matched against the various system directories
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Last Name
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For a call: Last Name of the caller, if available with the phone number in the external directory
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For a fax or email: Last Name of the sender, if available with the fax number or email address in the external directory
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First Name
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For a call: First Name of the caller, if available with the phone number in the external directory
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For a fax or email: First Name of the sender, if available with the fax number or email address in the external directory
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Company
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For a call: company name of the caller, if available with the phone number in the external directory
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For a fax or email: company name of the caller, if available with the fax number or email address in the external directory
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The list of Live Calls can be sorted.
Calls and email for which the waiting time in the queue has exceeded the alarm threshold
value
are displayed in the Live Calls panel in red.