You can use the Live Charts widget of the voice monitor dashboard to help you evaluate the effects of your pacing settings over the last 60 minutes.

  • This widget is available at the service level.
  • For information about how to access the voice monitor dashboard for a given level, see Monitoring Statistics and Metrics.

You can view the following real-time charts on the Live Charts widget by using the carousel iconcarousel icon:

  • With Agents: Line chart of the average number of calls that agents have handled for the last hour (in increments of fifteen minutes). 

    • While having more agents on calls is a positive outcome, consider checking your call abandonment rate to ensure that you have not inadvertently dropped too many calls to keep your agents as busy as you required.
    • An average number of calls with agents that is below normal for your call center indicates that you are dialing too slowly (under pacing), resulting in a low abandonment rate.


  • On Hold: Line chart of the average number of calls that agents have placed on hold for the last hour (in increments of fifteen minutes).

    • An average number of calls on hold that is above normal for your call center indicates that you are dialing too rapidly (overpacing).
    • An average number of calls on hold that is below normal for your call center indicates that you are dialing too slowly (underpacing).


These live charts provide real-time hourly aggregate data. The data on the charts is collected constantly, even when a campaign is not running on the service. If there are instances where the agents do not have any calls, ensure that the campaign has been active at that time.