---
title: "View Real-time Monitoring"
slug: "real-time-monitoring"
updated: 2026-02-09T14:11:52Z
published: 2026-02-09T14:11:52Z
canonical: "docs.rocket.chat/real-time-monitoring"
excludeFromExternalSearch: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rocket.chat/llms.txt
> Use this file to discover all available pages before exploring further.

# View Real-time Monitoring

Real-time monitoring provides an instant, live view of all incoming and ongoing Livechat conversations.

## Access Real-time Monitoring

To access the Omnichannel real-time monitoring dashboard:

1. Go to **Manage** ![](https://cdn.us.document360.io/6ae79a05-7252-45d0-96e8-8f375e07b1b2/Images/Documentation/2025-11-03_11-59-50.png) **> Omnichannel > Real-time Monitoring**.
2. Use the **Department** dropdown to view metrics for specific [departments](/v1/docs/departments).
3. Use the **Update** **every** field to set the frequency at which the dashboard data refreshes.

When a Livechat conversation is initiated, it is reflected immediately on the monitoring dashboard in real-time.

The dashboard displays various metrics alongside data charts to monitor Omnichannel in real-time.

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## Monitoring conversations metrics

These metrics provide a snapshot of the current workload across your workspace.

| **Metrics** | Description |
| --- | --- |
| **Total Conversations** | The total number of conversations for the day. |
| **Open Conversations** | The number of open conversations at the current moment. |
| **On Hold Conversations** | The number of chats currently paused or placed on hold. |
| **Total Messages** | The total number of messages received in all the current-day conversations. |
| **Total Visitors** | The total number of users or visitors who interacted with your workspace for the current day. |

---

## Monitoring chat perfomance metrics

These metrics focus on the quality and outcome of chats in the workspace or selected department.

| **Metrics** | Description |
| --- | --- |
| **Total Abandoned Chats** | The total number of conversations abandoned by the visitor. |
| **Average of Abandoned Chats** | The percentage of total chats that were abandoned. |
| **Average of Chat Duration Time** | The average length of time agents spend on a single conversation. |

---

## Monitoring livechat metrics by time

These metrics measure the speed and availability of your agents in the workspace or selected department.

| **Metrics** | Description |
| --- | --- |
| **Busiest Time** | The specific hour(s) during the current day with the highest volume of incoming chats. |
| **Average of Service Available Time** | Total time where at least one agent was online and available to take chats. |
| **Average of Service Time** | The average time the agents spend serving chats in the current day. |
| **Average of Response Time** | The average time taken for agents to respond to messages in [auto-assigned](/v1/docs/queue-types-routing-algorithm#auto-selection) chats. |
| **Average of First Response Time** | The average time taken for an agent to send the very first reply after a chat is picked up. |
| **Average of Reaction Time** | The average time elapsed between a chat being assigned and the agent's first action/acknowledgment. |
| **Average of Waiting Time** | The average time your visitor spent in the [waiting queue](/v1/docs/omnichannel-queue). |

Real-time monitoring is essential for identifying bottlenecks, such as high wait times or peak traffic hours. By analyzing these metrics, managers can make informed decisions about staffing levels and department assignments to ensure a high level of customer satisfaction.