What the Real-Time Monitoring Log Report shows

The Real-Time Monitoring Log Report creates an audit trail of every time a manager used the real-time report to listen in on, whisper to, or barge into an Agent's call. It is searchable by date range, campaign, manager, and Agent being monitored, and it is restricted to level-9 users and users with Admin Utilities privileges. If you need to prove that monitoring activity happened — or did not happen — this is where that evidence lives.

Who can access this report

Access requires level-9 user privileges or the Admin Utilities permission flag on a lower-level account. Standard managers who can open the real-time report and start a monitoring session do not automatically have access to view the logs of other managers' sessions. This separation matters: the people being audited (managers) cannot quietly clean up their own monitoring records.

The data fields explained

Each row in the report represents one monitoring session initiation. The columns give you a complete picture of both sides of the session:

• Start Time — the exact timestamp when the manager initiated monitoring, useful for correlating with call records.
• Manager and Manager Server — who initiated the session and which server IP they were connected to. In a multi-server setup, this tells you which Asterisk instance bridged the monitoring Channel.
• Manager Phone and Manager IP — the phone login the manager used for the monitor bridge, and the IP address of the manager's computer. The Manager IP is useful for verifying that monitoring activity came from inside your expected office or VPN range.
• Agent Monitored — the agent ID and name of the person who was monitored.
• Agent Server — the IP address of the server where the Agent's phone leg was operating. This may differ from the Manager Server if your system spans multiple boxes.
• Agent Status — the dialer call Status (lead status) of the agent at the exact moment monitoring started. This tells you whether the agent was live on a call, in wrap-up, or in Ready state when the session was initiated.
• Agent Session — the session ID for the agent's login at that moment. This ties the monitoring event to a specific Agent session record in other logs.
• Lead ID — the ID of the contact the agent was speaking to when monitoring started, if they were on a live call. This connects the monitoring event to a specific call record.

How to search the report effectively

sequenceDiagram
  participant M as Manager
  participant R as Real-Time Report
  participant A as Agent
  participant L as Monitoring Log
  M->>R: Open real-time report
  M->>R: Click monitor on agent row
  R->>A: Bridge monitoring channel
  R->>L: Write log row (start time, manager, agent, status, lead ID)
  M->>R: End session
  L-->>Admin: Searchable audit record retained

The most common search pattern is by manager: you want to see how frequently a particular supervisor is monitoring agents and whether any agents are being monitored far more than others. To check coverage across a campaign, search by campaign and sort by Agent Monitored to see which agents were reviewed during the period. To investigate a specific complaint, search by agent and date range, then cross-reference the Lead ID with the call detail records.

Compliance and quality-assurance use cases

Some call centers have regulatory requirements around when and how often managers may monitor agents. This report provides the raw data to demonstrate compliance: total monitoring sessions per manager per day, the distribution of which agents were monitored, and whether sessions always occurred during live calls or during idle periods. The Agent Status column is key here — it tells you whether the agent was actually on a call when monitoring was initiated.

For the broader set of monitoring metrics and server-level health checks that make sense to review together, see our server health and capacity guide. For details on how backend processes underpin the real-time report and monitoring bridge, see monitoring backend processes in VICIdial.

Running a quality-assurance program and want a clean, managed VICIdial setup with full reporting access from day one? See VICIfast plans and pricing — your server is live in under 40 seconds with every report enabled and no manual configuration required.