Live Agent Dashboard in Salesforce

Unaric Voice provides real-time visibility into agent call activity through presence states and call indicators. Supervisors and team leads can monitor which agents are online, on a call, away, or in Do Not Disturb mode - right from the Salesforce Utility Bar or dashboard views.

This helps with managing queues, balancing workloads, and supporting live coaching in high-volume environments.

Each call is marked with real-time visual status: ringing, connected, missed, or ended. Color-coded icons in the SoftPhone and call history panel give teams instant awareness of each agent’s current state.

These indicators help support staff coordinate in fast-moving environments and allow supervisors to quickly identify missed or unanswered calls.

Presence states such as Available, Busy, On a Call, or Offline are logged over time and can be used for performance analysis and time tracking.

If integrated with Salesforce Omni-Channel, these states sync across service channels - ensuring consistent status visibility even when agents switch between calls, cases, and chats.

‍

While Unaric Voice displays real-time data in the SoftPhone and utility bar, all underlying call activity is logged as tasks in Salesforce.

This enables admins to build custom dashboards and reports using native Salesforce tools - tracking call volume, outcomes, durations, and agent performance. It’s a flexible foundation for real-time insights and long-term analytics.