Hello Zoho Voice Team,
We hope you are doing well.
We would like to submit an important feature request that will significantly improve real-time monitoring, workforce management, and operational efficiency for teams using Zoho Voice as a contact center platform.
Currently, supervisors must switch between multiple modules: Live Calls, Agent Status Audit, queue dashboards, and logs- in order to understand what an agent is doing and for how long.
The issues we encounter are:
There is no single place where we can see each agent’s current status with a real-time running timer.
The Agent Status Audit module shows historical logs only, not live elapsed time.
Some dashboards show timers and others don’t, creating an inconsistent monitoring experience.
There is no ability to set time-based alerts (e.g., maximum break time, wrap-up time, AUX time).
Supervisors cannot easily identify agents in critical adherence breaches, because the system does not highlight or prioritize those states.
This fragmented visibility makes real-time supervision very difficult and directly impacts Service Level, schedule adherence, and overall productivity.
We kindly request the development of a centralized, real-time “Agent Adherence Dashboard” that consolidates all monitoring needs into one single screen.
A list of all logged-in agents showing:
Agent name
Current status (Available, On Call, Break, ACW, AUX codes, Training, etc.)
Queue / skill group
A live timer showing how long they have been in that status
A constantly updating timer for the current status. Example:
Break – 00:08:45
Wrap-Up – 00:02:15
On Call – 00:12:34
This is essential for adherence and real-time performance management.
For each status type, supervisors should be able to set time thresholds:
| Status | Limit | Warning (Orange) | Critical (Red) |
|---|---|---|---|
| Break | 10 min | 8 min | 10:01 |
| ACW | 2 min | 1:45 | 2:01 |
| AUX – Training | 60 min | 55 min | 60:01 |
The timer or background color should update:
Green – normal
Orange – approaching threshold
Red – exceeded threshold
Option to:
Automatically sort agents by critical (red) status
Pin agents who exceed thresholds to the top
Filter by queues, teams, shifts, or AUX codes
This allows supervisors to immediately identify the most urgent issues.
This enhancement will bring strong operational benefits:
Improved Service Levels – Faster intervention when agents exceed allowed break, AUX, or ACW times.
Better Adherence Management – Ensures staff return to shifts on time.
Higher Productivity – Reduces wasted time and staffing inefficiency.
Streamlined Supervision – No more jumping between multiple dashboards.
Real-Time Coaching & Quality – Supervisors can react immediately, instead of relying on historical logs.
This type of unified real-time dashboard is standard in modern contact center platforms and fills a significant gap in Zoho Voice.
We respectfully ask the Zoho Voice team to consider adding this capability, as it will hugely improve real-time monitoring and workforce management across all organizations using Zoho Voice for contact center operations.
Thank you very much for your time and consideration. We look forward to your feedback.
Kind regards,
Ram