Call queues and the Live View are available on the Phone & Inbox Pro plan. They are not included on Phone & Inbox Core. To upgrade, visit the Billing section in your settings or reach out to your customer success manager.
📞 What is the Live View?
The Live View gives you a real-time picture of your phone system, so you're never guessing what's happening on the phones. At a glance, you can see:
How many calls are currently waiting in each team's queue
Which calls are active and who's handling them
Which agents are available vs. away or on a call, per team
When calls start stacking up, you'll know immediately — so you can pull team members off other tasks and back into the queue before hold times grow.
🔍 Where to Find It
Click the Phone tab in the left-hand menu.
Select the Live View tab at the top of the page.
You'll also see a badge on the Phone tab showing the number of callers currently waiting — just like the badges on your Inbox and Tasks — so you can spot a backup without opening the view.
🧭 Reading the Live View
Waiting calls — Calls currently on hold in each queue, shown per team/number. Counts update within seconds as calls arrive, are answered, or are abandoned.
Active calls — Calls in progress, shown in the appropriate column with the team/number they came in on.
Agents — Each team's agents, with their current status (available, away, or on a call).
👥 Who Can See What?
Agents see the queues and stats for the teams they belong to.
Admins see all teams' queues and stats across the account.
🧠 Tips and Best Practices
Keep the Live View open on a second monitor or dedicated screen if you manage a high-volume phone team — it updates continuously, no refresh needed.
Watch the Phone tab badge throughout the day. If the waiting count climbs, redirect agents from off-phone work back into the queue.
Encourage agents to keep their availability status accurate — the Live View is only as useful as the statuses behind it.
✅ You're All Set!
You now have a live window into your phone operation — no more waiting on reports to find out calls were stacking up.
Still have questions? Check out our Getting Started with LeadSimple Phone guide or reach out to Support.