---
title: "Agent monitoring overview"
slug: "reporting-agent-monitoring-overview"
description: "Create dashboards to monitor agent activity and access the Agent Zoom."
tags: ["widget", "ACW", "asr", "answer seizure ratio", "keywords", "monitoring", "Metrics"]
updated: 2025-09-23T16:26:56Z
published: 2025-09-23T16:26:56Z
canonical: "docs.voiso.com/reporting-agent-monitoring-overview"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent monitoring overview

**Who should read this article**: Administrators, Supervisors

Create dashboards to monitor agent activity and access the Agent Zoom.

## Introduction

Supervisors and floor managers can use the **Agent Monitoring** widgets to keep track of Agent activity and performance. See the table below for a brief description of each widget.

          Tip

          

You can display multiple widgets of the same type. Voiso enables you to assign a custom name to each widget.

### Agent Zoom

The **Agent List** widget enables supervisors to access the **[Agent Zoom](/v1/docs/supervisor-workflows-agent-zoom)** panel where an agent's activities can be viewed in greater detail, change the agent's status, and assign the agent to different [queues](/v1/docs/inbound-queues). When an agent is on a call, the **Agent Zoom** enables supervisor call monitoring features.

### Agent Monitoring

| Widget | Description |
| --- | --- |
| [Agent List](/v1/docs/reporting-agent-list-dashboard) | Monitor agents in real-time by selected state and metrics and access [Agent Zoom](/v1/docs/supervisor-workflows-agent-zoom) to view historical metrics, manage queue assignments, and initiate call monitoring features. |
| [Agent Counter](/v1/docs/reporting-agent-counter) | Display the number of agents by status in a pie chart view, including the total number of logged-in agents. |
| [Talk Time / Unique Clients](/v1/docs/reporting-talk-time-unique-clients) | Display a comparative bar graph showing the time agents talked to unique contacts. |
| [Agent Activity Duration](/v1/docs/reporting-agent-activity-duration) | Display the total time that agents spent in each status. |
| [Redial Counter](/v1/docs/reporting-redial-counter-dashboard) | Show the number of call attempts to a destination number during the reporting period. |
| [Service Level](/v1/docs/reporting-service-level) | Display the Time to first response, Time to reply, and Time to resolution statistics. |
| [Wrap-Up Codes](/v1/docs/reporting-wrap-up-codes-dashboard) | Display the wrap-up codes associated with calls your team has placed. |
| [Keyword Counter](/v1/docs/reporting-keyword-counter) | Display the number of times specific keywords occurred in conversations. |

## Modifying and removing widgets

In the top right corner of each widget are two buttons that you can use to modify the widget settings on-the-fly (1) or remove the widget from the dashboard (2).

![Reporting Real-time Dashboard Settings And Delete Buttons](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20Real-time%20Dashboard%20Settings%20And%20Delete%20Buttons.png)

A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions.

## Related

- [System settings](/administration-system-settings.md)
- [Agent metrics](/agent-panel-agent-metrics.md)
- [Supervisor Guide](/supervisor-workflows.md)
- [Wrap-up codes](/administration-wrap-up-codes.md)
- [Keyword groups](/administration-keyword-groups.md)