The Floor — watching your agents live

The Floor tab is your call center, right now. One card per logged-in agent, color-coded by what they are doing this second, with today’s numbers on top and a live call ticker on the side. It updates by itself about every two seconds — you never press refresh. This guide walks through everything on it.

Open the Floor

1. Click Servers in the left sidebar.
2. Click your server’s name in the list.
3. The Floor tab opens by default — it is the first tab under "VICIdial Management & Reporting". If you are on another tab, click Floor (or just press the f key).

The top line tells you how fresh the picture is. You will see small pills on the right: a sparkline of the last 15 minutes of dialing, a trunk pill like "3 ch · 33% ASR" (how many carrier lines are busy and how many dials are connecting), a Phone pill for your manager softphone, and a connection pill. The connection pill says live when the tab is streaming over a always-on connection, or polling when it falls back to checking every 2 seconds — both are fine, polling is just a touch slower. The Refresh button forces an immediate update.

The KPI strip — today at a glance

Under the header sit three rows of big-number cards: Live (right now), Outbound today, and Inbound today. Collapsed, the strip rotates through the rows every 5 seconds — click the little dots to jump, or click Show all to pin all three rows open. The tab remembers your choice.

• Live — Agents (active / logged in), In queue (inbound callers waiting), Longest wait, and the rolling last-15-minutes dials and contact rate.
• Outbound today — Attempts, Contacts, Drops, Sales, and Contact rate. The Drops card turns amber above 1.5% and red above 3% (the TCPA abandonment line) once at least 50 calls have gone out.
• Inbound today — Offered, Answered, Abandoned, Service level (answered within 20 seconds), and Avg wait. Service level goes amber under 80%.

Cards with a small arrow chip compare today against the same weekday last week ("+12% vs last Fri"). "No baseline" simply means last week had zero. Below the cards, one quiet Today line counts callbacks queued, DNCs added, answering machines, unique callers, system drops, and average handle times.

The agent grid — who is doing what

Every logged-in agent gets a card: their name, their current state, how long they have been in it, their campaign, and calls today (the small "12c"). The color is the story:

• READY / CLOSER — green. Waiting for a call. Over 4 minutes it turns a soft amber: an efficiency nudge, never an alarm. A long READY is just a quiet floor, not a fault.
• INCALL / DIAL / QUEUE — blue. On a call (dialing out, or connected). Over 8 minutes the card goes red with a small red corner dot — go look, the call may be stuck.
• WRAP — purple. Finishing after-call notes. Over 2 minutes it goes red: wrap-time abuse.
• PAUSE · reason — amber. A normal break like "Lunch break" or "Coffee break". Over 10 minutes it goes red.
• PAUSE · SYSTEM (or no reason) — red immediately. The system, or a manager, parked this agent. That is always worth a look.

Above the grid you can narrow it down: type in Search agents…, flip between All / Active / Paused / Stale, or click a campaign chip to watch one team. Compact squeezes more cards per row on big floors; Teams groups cards by campaign. The counter on the right ("showing 14 / 14") tells you how many cards pass the filters.

On the right edge, the ticker narrates the floor: New call, Dialing, Answered, Disconnected, Hangup — newest first. It is called Live events while streaming and Recent activity otherwise (then it shows the latest call outcomes: Sale, Callback, Not interested…). Under the grid, a Live calls strip lists every call in the air with who is on it and for how long.

Click an agent — listen, whisper, barge, or step in

1. Click any agent card. A side panel opens with their state, how long they have been in it, their campaign, and calls today.
2. Under Listen, pick Monitor, Whisper, or Barge. Monitor plays the call to you only — agent and customer hear nothing. Whisper lets only the agent hear you. Barge puts you in the call so both sides hear you.
3. Under Manage, use Force pause to park the agent (they see a SYSTEM pause), or log them out. If they are on a live call you get two choices: Hang up & log out drops the call too; Log out (keep call) ends their session but lets the call finish.

The Listen buttons only wake up when two things are true: the Phone pill in the header says Phone ready (your manager softphone is registered), and the agent is actually on a call. Whisper and Barge ask for microphone access the first time — that is your browser, not a setting.

Prefer your own desk phone or softphone app instead of the browser? The Live monitor extension guide covers dialing in with *1 (listen), *2 (whisper), and *3 (barge).

Below the action buttons, the panel answers "how is this person doing today?": calls, contacts, sales, callbacks, DNCs, machines, drops, and talk vs. pause time, then a disposition breakdown and their last 10 calls. When a recording exists you see its filename — playback itself happens in VICIdial admin, not here.

Campaigns and inbound queues

Below the grid, one card per campaign shows the outbound pulse: calls, drop rate, contacts, sales, answering machines, and how many agents are logged in (green number = on a call). Predictive campaigns (RATIO, ADAPT…) get a Dial level slider — drag it to speed up or slow down the autodialer and it applies within seconds, no campaign edit needed. A drop rate over 3% shows red.

Inbound queues get their own cards: calls today, answered, abandoned (amber over 3%, red over 5%), and service level against the group’s own target (green at 80%+, red under 70%). An SLA risk or SLA breach badge appears when a busy queue slips. The Pause queue button stops new inbound calls from entering that queue — calls already in flight finish normally.

What taps you on the shoulder

Two helpers surface problems so you do not have to scan for them. The amber Needs attention strip appears above the grid when something crosses a line: an agent paused over 20 minutes, an INCALL over 15 minutes, an inbound caller waiting over 5, a drop rate over 3%, or a carrier answering under 20% of dials. It disappears when the floor is calm. Below it, the collapsible Compliance flags panel keeps the four numbers a regulator would ask about in one place: drop rate against the TCPA 3% limit, DNC additions, callbacks queued, and answering-machine detections (which are exempt from the drop count).

Fullscreen for the wall TV

1. Look at the green "VICIdial Management & Reporting" header strip above the tabs.
2. Click Fullscreen on the far right — or press Shift+F.
3. The whole section, tabs included, fills the screen. Press Esc or click Exit Fullscreen to leave.

Handy keys while you are here: f jumps to the Floor tab from any other tab, t to Today, and ? shows the full shortcut list.

Good to know

• The Floor only shows agents who are logged in. If nobody is in, the grid says "No agents are logged in right now." — that is a fact, not an error.
• Walked away from the screen? When the browser tab stays hidden for over 30 seconds the Floor pauses its updates to spare your server, and catches up the moment you come back.
• Listen buttons greyed out? Check the Phone pill — it must say Phone ready — and wait until the agent is INCALL. If the pill says "Phone in other tab", close the other dashboard tab first.
• Force pause and the Bulk button’s "Pause idle > 2m" both park agents with the SYSTEM pause code, which shows red on the grid on purpose — so you remember to unpause them.
• Recordings are listed in the agent panel but play in VICIdial admin; the panel links you there.
• The drop-rate card only judges once at least 50 calls have gone out, so one early hang-up does not paint your morning red.
• The agents and numbers in these screenshots are fictional demo data; on your server the grid shows your real floor.