Details Widget on Live Reports

Yes, you can absolutely see exactly who your agents are speaking with in real time.

While the Agents Count widget simply shows the total number of agents currently active, the Agent Details widget is what you need for a granular, row-by-row view.

How to enable this view:

1. Add or edit the Agent Details widget on your Live Reports dashboard.

2. Open the widget settings and navigate to the Columns dropdown.

3. Check the boxes for Current Call or Active Call Details.

Once enabled, the moment an agent’s status changes to "Talking," that row will dynamically update in real time to display the phone number or caller ID of the customer they are actively connected to.

Helpful Resources:

For step-by-step guidance on setting this up and managing your views, check out these official RingCentral Knowledge Base articles:

• Adding Agent Widgets to Live Reports

• Managing Live Reports Widgets

⚠️ Note on Plan Availability: Please keep in mind that this feature is not included in all plans. Live Reports is a premium feature that generally requires the Customer Engagement Bundle, or specific add-on licenses for both the supervisor and the agents being monitored. If you need assistance checking your plan or adding this feature to your account, please reach out to your Account Manager!