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.

PBX 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

Log in to Analytics for 8x8 Work.
From the menu, go to Call Report > Active Calls.
In the Active Calls report, view all ongoing calls in real time. For field descriptions, see Glossary: Columns in dashboard.
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.
Select a call from the table to view its details in the side panel. For field descriptions, see Call Details panel.

Customize the dashboard

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

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

Glossary: Columns in dashboard

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

Call details panel

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).
SIP	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.

Call presented to available Ring Group agents simultaneously

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).

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

Run the Active Calls dashboard

Features

Limitations