> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/dashboard/dian-hua-ji-shi-zhuang-tai.md).

# Agent phone real-time status

You can go to the phone card list by selecting the "Phone real-time status" button under the "Information Center" item in the left-side FIRST LINE menu. After entering the list, you can instantly see all agents' phone statuses, making it easy for administrators to review the overall situation.

## Phone Status

Enter the status list, where you can quickly identify an agent’s phone status by card color. It is currently divided as follows:

* Blue: Indicates the agent is ready and can take incoming customers.
* Yellow: Indicates the agent is busy, currently on a call with a customer.
* Red: Indicates the agent is not yet ready, resting, or in another status.

![](https://842546780-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNRu7dk70ei7JV9HlW9%2F-MlK2mlLISMDvDZ7kxhh%2F-MlK3OmNf8LcDgvpU55d%2F%E6%88%AA%E5%9C%96%202021-10-06%2018.06.20.png?alt=media\&token=33dd3020-7ae2-492e-9fe0-58a5fc1d0fa0)

## Monitoring Function

When an agent is on a call, the manager can move the mouse over the card to display the following four monitoring buttons. The four functions are as follows:

<table><thead><tr><th width="100.734375">Function Name</th><th>Description</th><th>Whether the original call is interrupted</th></tr></thead><tbody><tr><td>Listen-in</td><td>The supervisor silently listens to the conversation between the agent and the customer; neither side will notice.</td><td></td></tr><tr><td>Conference</td><td>The supervisor joins a three-way conference with the agent and customer.</td><td></td></tr><tr><td>Transfer</td><td>The supervisor takes over the call with the customer, and the agent is forcibly removed.</td><td>✅ Yes, the agent exits the original call</td></tr><tr><td>Coaching</td><td>The supervisor and the agent speak privately; the customer cannot hear.</td><td></td></tr></tbody></table>

<figure><img src="https://842546780-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FNiukzlD6xXRRPtfj3VKh%2Fimage.png?alt=media&#x26;token=657467b8-3fa2-4e6b-be60-a22e758969b4" alt=""><figcaption></figcaption></figure>

## **View a single agent’s status change timeline**

If you need to view a single agent’s status changes, you can click the agent’s card to view a detailed timeline of status changes, helping you keep track of the agent’s status history.

<figure><img src="https://842546780-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FBpBHTK6v6T83UzT3mPzY%2Fimage.png?alt=media&#x26;token=3cd6a2e0-3121-4a0e-bae0-208222d846b8" alt=""><figcaption></figcaption></figure>