See waiting, talking, available, paused and DND states together; filter agents and switch between queue sections.
Dashboard · Live operations
See the pressure.
Know what to do.
From the first waiting caller to the next supervisor action. Explore a live queue card, learn its signals and shape a workspace around your team.
Interactive examples and complete product screenshots.
Interactive example
930
Stable
Customer Care
8Total
2Free
1Paused
1DND
0Unavail.
4Busy
Olivia Reed 2101Free
Jamie Patel 2102Talking
Alex Morgan 2103Paused
Try a queue condition
Read the signal. Open the detail. Take the next action.
Live queue cards
Health Score and waiting alerts
Read-only Display sessions
Controls by permission
Put it to work
Expand statistics, agent lists and activity charts to understand each queue’s Health Score and monitor the workload.
Use permitted supervision controls at your desk, or dedicate a Display account to live viewing with its own session duration.
Inside Obelisk
Dashboard
Compare live queue pressure, agent states, waiting calls and service indicators in one workspace.
Scroll inside the frame to explore the complete screen.
Light
Slide the divider to compare the same workspace.
Dark Scroll inside the frame to explore the complete screen.
Light
Slide the divider to compare the same workspace.
DarkFollow the details
Know what to look for.
1
Agent context
Inspect handled calls, the last completed call, membership time and the pause reason. Interact with agents, understand their states and act: pause or resume an agent, or remove them from the queue. Support a live conversation through coaching, listening or a conference, using the controls available to your account.
2
Queue in detail
Read agent states, waiting callers, queue health and activity together, and independently hide the information you do not need at that moment. In your Preferences, personalise the alert thresholds for waiting-call count, caller waiting time and agent inactivity.
More views and details 2
Support an agent during a call
Click the headset icon beside an agent who is on a call to open live supervision. Enter your supervisor extension and choose Listen to hear the conversation, Coach to speak to the agent, or Barge to join a conference, according to your permissions.
Metric definitions
Open contextual help to see the meaning and calculation scope of a displayed indicator.
In practiceRead the signal.
Read the signal.
Choose the next step.
Two alerts, two decisions
A growing waiting count shows how many callers need help; the waiting-time alert shows how long the current wait is becoming. Read both alongside available agents to distinguish a sudden arrival peak from a queue that is struggling to move.
Understand what lowers the score
Health Score brings waiting callers, average hold time, free agents and the queue service target into a 0–100 indicator. Its configurable penalties let administrators align the signal with their operation, while the underlying figures explain why a queue needs attention.
01One queue card.
One queue card.
Several layers of understanding.
Queue signals, agent states, live statistics and activity charts form one connected working view. Start with the badges, then explore the people and controls behind them.
02The purple pulse.
The purple pulse.
A small signal you cannot miss.
As soon as a caller is waiting, the green zero-wait badge becomes purple and sends out a repeating soft halo.
0 Waiting
No caller waiting
3 Waiting
Waiting callers present
A pulse, not a threshold warning
The native two-second purple ripple starts for any non-zero waiting count. It stops when the queue clears. A red triangle or clock can appear beside it if your separate personal alert conditions are met.
See how personal alerts workPeople, states and available capacity
Every color adds context.
The waiting badge tells you that customers need an answer. Agent states explain which capacity is available now, who is busy and what needs a closer look.
The agent is available in the queue. Read availability alongside the live waiting count before deciding where help is needed.
Queue membership is paused. The pause badge can coexist with a phone state, so a paused agent may still be finishing a conversation.
Do Not Disturb is active. This is a phone availability condition, distinct from pausing membership in a particular queue.
A call is ringing on the agent’s device. Cyan draws attention to an offer that has not yet become a conversation.
The agent is on a call. Additional badges can distinguish a second incoming ring or a call on hold. Read the row for the precise condition.
Unavailable can include an invalid or unknown device state. Check the device and its registration: this badge alone does not prove that the agent is offline.
The live color bar
The strip below the headline counters shows the queue’s agent-state mix and changes as the PBX reports new states. Each member is counted once: phone activity takes priority, followed by pause, free, DND and unavailable. Ringing is included in the headline busy category; the agent row and activity chart provide its separate detail.
Agent-row filters change the visible list; the queue’s counters and state mix keep their full context.
Several badges, one agent
Paused Talking
A separate example: a free agent with an idle-time alert.
Free Idle alert
Pause and phone state describe different things, so both may appear on the same row. The yellow hourglass is a separate personal alert for an eligible free agent whose idle time exceeds your threshold; it is not applied to paused, DND or unavailable agents.
The action is beside the person.
Use the icons available to your account to act on queue membership. Obelisk asks for confirmation before sending a command to the PBX.
Pause in this queue
After confirmation, pause the agent’s membership in the selected queue. Read the tooltip for the pause reason and duration when the PBX provides them.
Resume queue activity
Resume a paused membership from the same row. The phone state remains visible, so you can check whether the agent is ready to receive calls.
Remove from this queue
Remove the agent’s membership after confirmation. Their extension and user account remain in place; the action applies to the selected queue.
A tooltip turns a status into a story.
Hover or focus an agent’s name to see the call count, time since the last call and queue login. When the PBX provides them, the tooltip also shows the pause reason and its duration. Idle time uses the last call, falling back to queue login when needed; queue login is not necessarily the start of a shift.
The headset icon opens live supervision. Depending on permissions and availability, use Listen, Whisper or Barge through the supervisor extension.
03The health of a queue.
The health of a queue.
At a glance.
The heart badge combines queue pressure and available capacity into a score from 0 to 100. A lower score is a prompt to look more closely.
Interactive example
80%
Room to respond
Move the controls to see each contribution to the score.
80–10050–790–49
Four signals, one useful summary
Waiting calls reduce the score. An average hold time above the configured reference adds a penalty. Having members but no free agent adds another. A service level below its reference reduces the score too.
The example uses the shipped default parameters: start at 100, subtract 10 per waiting call, one point per second of hold time above 30 seconds, capped at 20 points, 20 when no agent is free, and 30 when service level is below 80%.
What the score tells you
Health is an operational composite, not an SLA percentage or an AI prediction. Its rules are installation settings; personal alert thresholds do not change them. The badge’s own tooltip reports the score, for example “Health: 80/100”. The expanded breakdown here explains that calculation.
Average hold time comes from the PBX queue statistics. It is different from the longest current caller wait used by the personal time alert.
04Is the queue above
Is the queue above
its usual pressure?
Read the trend beside the health score. It compares the number of calls waiting now with the average number waiting during the last hour.
Interactive example
Up
Waiting now3
1-hour average1.2
Difference+1.8
Calls waiting · explanatory comparison
Past hour samples1-hour averageNow
Up
Amber means the current queue exceeds its last-hour average by at least the configured upper threshold. The shipped default is +1.5 calls.
Stable
Neutral means the difference lies between the configured thresholds. Stable does not necessarily mean an empty or healthy queue.
Down
Green means the current count is at least 0.5 calls below the average with default settings. It signals lower pressure than the recent baseline.
A comparison, not a forecast. This Dashboard / Wallboard badge does not use linear regression. Obelisk uses regression in its separate queue-load forecasting features. With insufficient history, the badge is a neutral minus; the native tooltip explains that history is unavailable.
05Waiting. Ringing. On a call.
Waiting. Ringing. On a call.
See the balance change.
Open Charts on a queue card to reveal its live activity pie. Purple, cyan and red separate waiting callers, ringing members and busy members.
Interactive example
No calls waiting, ringing or in progress.
Waiting 6Ringing 2Busy 4
Change the scenario, then hover a slice to inspect its value.
A live snapshot of activity
The pie updates as waiting callers and agent states change. Ringing counts members in the ringing state; Busy includes in-use, ringing-while-in-use and on-hold member states. Its slices mix caller and member counts: read the values as activity indicators, not as a unique-call total.
A queue with no waiting, ringing or busy activity shows an empty-state message. It does not display an artificial full circle.
Keep the right panels open
Expand Stats & Agents or Charts on an individual queue. The top-level Stats, Charts and All controls operate the visible queue cards together. Mixed open / closed panels are shown as a partial selection.
The status strip above these panels is a different visual: it shows the composition of the queue’s agent states. Headline counts put each member in one category, prioritising phone activity (including ringing), then pause, free, DND and unavailable. Row badges can show more than one condition.
Taken and Lost
These live completed and abandoned counters come from Asterisk’s queue statistics. They are not a report filtered to a date range.
Hold and Talk
The PBX supplies average hold and talk times. Hold is not the oldest caller currently waiting; that current wait drives the time alert.
Live SLA
The service-level percentage follows the queue’s configured Asterisk threshold. It is distinct from report metrics that use different denominators or time rules.
Counters reflect the PBX queue-statistics lifecycle and may reset with the PBX or a statistics reset. Use historical reports for a defined reporting period.
06People behind the numbers.
People behind the numbers.
Controls where you need them.
Read an agent’s state, inspect their recent activity and take a permitted queue action without leaving the view.
Interactive example
Customer Care · 930
Agent controls
Hover or focus an agent name. Try Pause, Resume or Remove.
This action changes this example only.
Pause, resume, remove
The pause icon asks for confirmation before pausing the agent’s membership in the selected queue. The play icon resumes it. The tooltip shows the pause reason and elapsed duration when the PBX provides them.
The bin removes that membership from the selected queue after confirmation. It does not delete the person’s extension or user account. These controls appear only when the signed-in account has the corresponding action permission. In the product, they open a browser confirmation before the command is sent.
Hover an agent’s name for Calls, elapsed time since the Last call and queue Login. A free agent with a long idle interval can also carry the yellow hourglass badge.
Read more than one state
Pause can appear alongside a phone state. Other badges distinguish Free, DND, Unavailable, Ringing, Talking, In call + ringing and On hold.
Inspect and sort
Agent columns support sorting, and long tables scroll within the queue card. The selected state filters reduce visible rows without redefining the queue’s headline counters.
Supervise a conversation
Where permitted and available, live monitoring offers Listen, Whisper and Barge through the supervisor extension entered in the monitoring dialog. These actions are separate from queue membership controls.
07Your thresholds.
Your thresholds.
Your early warning.
Set personal alerts in Preferences, then recognise the same signals in Dashboard and Wallboard. Each alert has its own switch and threshold.
Interactive example
Preferences example
Queue alerts
Example now: 3 waiting · longest wait 75s · agent idle 420s
Raise a threshold or switch an alert off. The corresponding icon disappears.
Too many waiting calls
A blinking red triangle appears when the waiting count is strictly greater than your enabled count threshold.
A caller has waited too long
A blinking red clock marks a longest current caller wait strictly above your time threshold. Both red icons can appear together.
A free agent has been idle
A yellow blinking hourglass marks an eligible free agent whose idle interval exceeds your threshold. It uses time since the last call, falling back to queue Login when needed. Paused, DND and unavailable agents are excluded. Queue Login is not necessarily the start of a work shift.
Presence is not an alarm. The purple waiting badge pulses as soon as a caller is waiting. Red threshold alerts are additional signals. The example deliberately enables them with low limits. Shipped personal defaults are count alert off / 999 calls, caller-wait alert off / 3,600 seconds, and idle alert on / 300 seconds. Your saved account preferences may differ.
08Make room for the queues
Make room for the queues
that matter to you.
Switch sections, reorder queue cards and combine live filters. Keep the working view focused while retaining the full queue context.
Interactive example
Drag a card by its grip, or use its left / right buttons. Try a section and a state filter.
Sections organise the installation
An administrator creates named sections and assigns queues in Administration. The section pills then switch between those configured groups. They do not create or edit sections from the live screen.
Try a section setup example
This illustrates the administrator’s setup. The new pill appears in the example above.
Your card order follows you
Use the grip to move queue cards. The saved personal queue order is shared between Dashboard and Wallboard and takes priority over the configured section order. It changes the presentation, not PBX call routing.
Two filters, two different jobs
State checkboxes filter agent rows using “match any selected state”. No selections means all states. The All states button clears those selections and also turns off the active-queue filter. “Only queues with calls” filters whole queue cards using actual waiting or queue-correlated talking calls. An agent busy on an unrelated call does not alone make the queue active.
Live, with clear boundaries. State filters apply for the current browser session. The active-queue filter and personal queue order are saved account preferences. Unknown queue activity is kept visible rather than guessed to be empty. Queue totals remain queue totals even when some agent rows are filtered out.
09AI Manager.
AI Manager.
Support for your next decision.
Give Team Leaders a clearer reading of the contact center, from the first signal to the next intervention.
Analysis when you need it
From live data to team priorities.
At your request, AI Manager analyses the contact center’s live situation: queues, waiting times and agent availability. It draws on historical context when available and suggests priorities and practical interventions to consider.
The Team Leader weighs the suggestions and chooses how to act.
Explore AI ManagerAI Manager is optional and uses Gemini with your own API keys. Usage follows your account’s terms and charges. The Dashboard, live supervision and local forecasts remain available without AI.
Connect the signals
Read current queues, waits and agent availability together. When available, the last hour’s activity and weekly history add context to the operational picture.
Set your priorities
Review the tactical suggestions to decide where to strengthen coverage, how to coordinate breaks and which checks to make first. Put your knowledge of the team alongside the analysis.
Follow the outcome
After an intervention, review live waits, availability and service level in the Dashboard. Request a new analysis when you want an updated reading of the situation.
10From a signal
From a signal
to a useful next step.
Keep the view understandable as the shift changes.
1. Choose your scope
Open the section you need. Use “Only queues with calls” for an activity-focused pass; use agent-state checkboxes when you want to inspect a particular kind of availability.
2. Read pressure in context
Start with waiting callers, health and the last-hour comparison. Inspect the caller wait or agent tooltip before deciding what needs intervention.
3. Act with the right permissions
Pause, resume or remove a queue membership when appropriate, or open live supervision. Queue visibility and action permissions control what each account can see and do.
Keep the data moving
Auto Refresh keeps the live view up to date. Turn it off when you want to inspect a stable screen, and turn it back on to resume updates. Connection or stale-data messages deserve attention: the last visible value is not always a fresh measurement.
Header shortcuts also open AI Manager for operational advice and Videowall for a room-scale view. Available shortcuts follow the account’s permissions.
Read the queue parameters
Small information icons offer contextual help: hover or focus to read, click to pin, and use Escape or click outside to dismiss. Agent tooltips and the short titles on badges provide their own focused explanations.
The small line below a queue name shows its distribution strategy, maximum waiting capacity and weight. The infinity symbol indicates no configured maximum. These explain the queue’s PBX settings; rearranging a card does not change them.
Personal where it should be
Saved account preferences keep queue order, active-queue filtering, hidden queues, alert thresholds and appearance choices consistent. Administrator configuration determines the available sections, queue labels, visibility and broader installation settings.
Go deeper when the live view raises a question
Use Wallboard for compact caller and agent lists, Monitor for extension-focused supervision, or historical reports to investigate a defined period. Each view answers a different operational question.
Continue the product tourA more compact view.
Explore Wallboard