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Understanding and Navigating the Monitor Tab

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The Monitor tab of the LiveVox Portal (LVP) contains the following dashboards.

Monitor

The Monitor dashboard provides real-time statistics and metrics for voice, email, SMS, and chat channels. The Monitor dashboard helps you measure the performance of your enterprise, call centers, services, or agents to improve efficiency.

You can view the data on the Monitor dashboard across the following levels.

Enterprise

To access the Monitor dashboard at the Enterprise level, on the Monitor tab, click Call Centers > Call Centers:

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Call Center

To access the Monitor dashboard at the Call Center level, on the Monitor tab, click Call Centers > Call Centers, and then click the call center for which you want to access the dashboard:



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Service Group

To access the Monitor dashboard at the Service Group level, on the Monitor tab, click Service Groups, and then click the service group for which you want to access the dashboard:



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Service

You can access the Monitor dashboard at the Service level within a call center or within a service group.

Within a Call Center

To access the Monitor dashboard at the Service level within a call center, on the Monitor tab, click Call Centers > Call Centers, click the call center that contains the service for which you want to access the dashboard, and then click that service:





Within a Service Group

To access the Monitor dashboard at the Service level within a service group, on the Monitor tab, click Service Groups > Service Groups, click the service group that contains the service for which you want to access the dashboard, and then click that service:


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Account

The Account dashboard provides real-time statistics and metrics pertaining to accounts.
To access the Account dashboard, on the Monitor tab, click the Accounts subtab:


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Ticketing

The Ticketing dashboard contains the following sub-dashboards.

Ticket

The Ticket dashboard provides real-time statistics and metrics pertaining to all tickets.
To access the Ticket dashboard, on the Monitor tab, click the Ticketing subtab, and then, in the left pane, click Ticketing > Tickets Dashboard.



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Real-Time Ticket

The Real-Time Ticket dashboard provides real-time statistics and metrics pertaining to only open tickets.
To access the Real-Time Ticket dashboard, on the Monitor tab, click the Ticketing subtab, and then, in the left pane, click Ticketing > Ticketing Realtime Dashboard:


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monitor_dashboard monitoring statistics

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LiveVox Fall 2023 Release

About SmartReach

SmartReach a next-generation contact center platform that powers more than 14 billion interactions a year. By seamlessly integrating omnichannel communications, CRM, AI, and WFO capabilities, the Company’s technology delivers an exceptional agent and customer experience while reducing compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation.



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