Live Mode

What it's for

Contact centre and workforce management teams shouldn't have to wait until tomorrow to understand today. Live mode gives you the same insight you already rely on, while there's still time to act on it.

How data reaches Live mode

As soon as an interaction finishes and the transcript is available to us, we ingest the data, classify the reason for contact, and score the QA results (where applicable), making the interaction available in OI (typically 15–20 minutes after the interaction ends).

Timestamps in OI reflect when an interaction started, so allow for the processing lag: a 10-minute call needs to finish, then have its transcript prepared and processed, so it may not appear in OI until 15-20 minutes after it ends, or 25-30 minutes after it started.

Availability and refresh rate

• Live mode requires a data source with a live integration, so OI can retrieve data at regular intervals throughout the day.
• By default the page refreshes every 15 minutes. If your data source updates less frequently, it may refresh every 30 or 60 minutes instead.
• On Genesys with Event Bridge enabled, the page can refresh as often as every 5 minutes.

How to use it

1. On the Insights page, click Time, then choose Live.
2. If your contact centre doesn't operate 24 hours, click Edit Live Start Time, select the time your centre opens, and click Apply. This is saved, so you only need to do it once.

• The blue elements of the chart turn green - that's your cue that Live mode is on.
• Live mode automatically highlights all items in the Metric chart and populates the Overtime chart.
• You can see when your data was last updated in the top-right of the page.
• Everything else works as usual. Metric cards, Change, Overtime and Impact charts all behave the same way - they're just showing today's data.
• Overtime increments adjust through the day based on how much data is available, ranging from every 15 minutes early on to hourly later in the day.
• To exit Live mode, click Time and choose the date range you want.

Tip: working a late shift

Set the Live start time to the start of your shift to see only what's happened since you clocked on.

Example use cases

• Intraday staffing decisions: Workforce management can see which contact reasons are running hot right now and move resource or adjust routing before the queue builds.
• Early warning on incidents: An outage, failed release or payment issue usually shows up in contact reasons before it reaches an incident channel. Live mode surfaces the emerging cluster within the hour.
• Campaign and launch days: Watch demand land in real time when an EDM goes out, a promotion starts or a product goes live, and see whether customers are calling about what you expected.
• Release-day validation: After a website, app or IVR change, check the same morning whether the change deflected contacts or generated new confusion.
• Shift handover: Set the Live start time to your shift start and hand over with an accurate picture of what actually happened, rather than a gut feel.
• Peak and event days: On a storm day, public holiday or major announcement, track how demand is tracking against expectations hour by hour.

Want to see more?

See the Insights #16 module in OI University.