Run the Active Calls dashboard

The Active Calls dashboard provides real-time visibility into ongoing calls.

  • Modern design makes it easier to locate calls, monitor call activity in real-time, and access detailed interaction data.
  • Replaces the legacy Active Calls report with a consistent user experience across 8x8 products.
  • Displays live call information such as caller, callee, call time, duration, and more.

Important! The new dashboard does NOT contain historical data.

Features

Modern interface: Enhanced call status labels.

Call journey visibility: Status and call flow shown in both the main table and the call details panel.

Advanced search: Find calls quickly by caller, caller name, or callee.

Expanded details: Interaction, caller/callee details with service and device metrics have been moved to the right side.

Redesigned layout: The call Interaction Details panel moved to the right side.

PBXClosedPrivate Branch Exchange—a private telephone network used within a company. filter: Filter data when multiple PBXs are available.

Filters and persistence: Your filters and columns remain when navigating away.

Limitations

  • Export to CSV or Excel is not available.
  • Leg ID and specific redirect/service details are not included.
  • The manual refresh button has been removed. Data automatically updates every five seconds..
  • The dashboard shows real-time data only (no historical view).

Run the report

  1. Log in to Analytics for 8x8 Work.
  2. From the menu, go to Call Report > Active Calls

  3. In the Active Calls report, view all ongoing calls in real time. For field descriptions, see Glossary: Columns in dashboard.

    The Active Calls dashboard displays all ongoing calls with real-time metrics, including caller, callee, direction, talk time, and call status, among other details.

  4. Customize the dashboard for better real-time call monitoring.

    Note: To force a refresh, reload your browser tab. The dashboard also refreshes automatically every 5 seconds.

  5. Select a call from the table to view its details in the side panel. For field descriptions, see Call Details panel.

    Active Calls report showing the call details panel with caller ID, labels, SIP information, and callee device model for a selected in-progress call

You can customize the dashboard and display the relevant metrics for your report.

Filter by PBX

  • User the PBX selector in the upper-left corner to filter report data by a single PBX.
  • If only a PBX is available, it is selected by default.

Adjust time zone

  • Use the time zone selector in the upper-right corner to display accurate local operational time.

Select visible columns

  1. Click in the upper-right corner of the calls table.

  2. In the Edit columns dialogue:

    • Visible/Hidden columns: Drag metrics between these columns to choose what appears in the dashboard.
    • Column order: Drag metrics up or down to change their order in the dashboard.
    • Quickly add or remove a column by clicking + or next to it.
    • Use Cancel todrop the changes or Reset to restore the default view.
  3. Click Save.

Active Calls dashboard showing Edit Columns dialogue with Visible and Hidden column lists.

Search for calls

  • Use the Search bar in the upper-right to find calls by caller, caller name, or callee.

  • Sort column values

  • Sort data in any column alphabetically or numerically:

    • Click the arrow icon in the column header to reorder values.

Refresh data

  • The dashboard auto-refreshes every 5 seconds.
  • Use browser refresh to manually reload data.
Column Description
Call ID A unique identification number that ties together all legs of the original call
Start Time The time the call started. A call begins as soon as the caller goes off-hook to dial
Answered Time The time when the call was answered
Talk Time This updates automatically every five seconds, but the user can also manually refresh the browser if needed.
Caller The phone number of the caller
Caller Name The name of the extension from which the call originated
Callee The phone number of the called party
Direction Indicates whether the call is Incoming, Outgoing, or Internal.
Call Status Reflects the current status of the call as part of its journey. Possible labels include: TALKING, WAITING, ALERTING, MISSED, REJECTED, ONHOLD, TRANSFERRED, DISCONNECTED, IN SCRIPT, FINISHED.
Total Call Duration Duration of the call from start time until now
Queue Call Duration The total time the caller spent waiting in a queue
On Hold Duration The total time the call was placed on hold

When you select a call in the dashboard, the call details panel opens on the right side, showing more granular call data.

Metrics Description
Interaction Details
Caller ID Unique identification number for the call.
Reference Call ID The Call ID of the original or transferred call. Populated only for transfers.
Direction Indicates if the call is Incoming, Outgoing, or Internal
Labels Shows the various statuses the call has been in (for example, TALKING, WAITING, ALERTING, ONHOLD, TRANSFERRED, DISCONNECTED).
SIPClosedSession Initiation Protocol—a telecommunication protocol for signaling and controlling multimedia communication sessions. Session Initiation Protocol Call ID used for signaling.
Caller Details
Caller Extension from which the call originated.
Caller Name Name of the caller
Caller ID Caller’s number and/or name.
Callee Details  
Callee Phone number of the called party
Callee Name Name of the called party
Callee device ID Unique identifier of the callee’s device, if available
Callee Device Model Device model used by the callee for this call leg.

Note: This feature is currently in Beta. To request activation, contact your 8x8 account representative.

When a call enters a Ring Group, agents are alerted simultaneously or sequentially, depending on the administrator's settings. The following scenarios show how the Active Calls report displays calls when the administrator has set up simultaneous agent alerting.

Scenario 1: Calling a Ring Group with multiple available agents

When a call enters the Ring Group, and three agents are available, all three are simultaneously alerted. Each alerted agent appears on its own row in the Active Calls dashboard with its own Call ID.

The Active Calls table displays four rows with an Alerting status, one for the initial call and one for each alerted agent:

  • Parent call: Caller to Ring Group extension
  • Child call 1: Caller to Ring Group agent 1
  • Child call 2: Caller to Ring Group agent 2
  • Child call 3: Caller to Ring Group agent 3

When Agent 1 answers the call, the Active Calls table updates to display one row with a Talking status. Child call 2 and Child call 3 are marked as missed and removed from the report.

  • Parent call: Caller to Ring Group agent 1

Once an agent answers, the report updates the parent call row to show that agent's name and extension (calleeName and calleeExtension).

Ring Group parent call forks to three alerting agents. The Active Calls report then updates to show a single TALKING row for the agent who answered

Scenario 2: Calling a Ring Group with no available agents

When the call enters the Ring Group and no agents are available, no alerts are sent.

The Active Calls table displays one row with an Alerting status, as no agents were available to answer:

  • Parent call: Caller to Ring Group extension

The Active Calls report shows a single parent call row with an Alerting status when no Ring Group agents are available to answer