Check team presence on the dashboard
See who is available, away or offline right now, pulled from the same presence data that drives call routing.
For admins · Updated Sep 23, 2026
All guides
Before you ask “is anyone even watching the phones right now,” the Team card on the dashboard already has the answer.
Where it lives
The “Team” card is on the dashboard, admin only, and shows each rep’s current status: available, away, or offline.
Where the data comes from
This card reads the same presence and device data that drives call routing. A rep’s phone posts a heartbeat every 30 seconds while connected. A rep only counts as reachable for an inbound ring if they have been seen within the last 90 seconds and have not switched themselves to Away.
That means the Team card is not a separate manual status you or your reps maintain. It reflects what would actually happen if a call came in right now: a rep marked available here is a rep who would actually ring.
The Away toggle
Reps switch themselves to Away from a toggle in the top bar of both the floating widget and the full Phone page. It persists across sessions on the server, so it stays set even if the rep closes the tab and reopens it later. Marking yourself Away does not log you out; it only stops calls from ringing to you.
What “offline” means here
A rep shows offline if their phone has not posted a heartbeat in the last 90 seconds, which usually means the tab is closed, the browser lost its connection, or they simply have not opened the phone today.
How to use it day to day
Check the Team card before you rely on ring-all routing to reach someone quickly. If everyone relevant shows Away or offline, an inbound call will fall through to your forward-to-mobile or voicemail settings instead of reaching a live rep.
Limits
- Admin only. Reps do not see the Team card.
- Reflects real-time status, not a historical log of who was available at a given point in the past. For historical answer/miss numbers by rep, use By rep stats.
- There is no manual override from the admin side; each rep controls their own Away toggle.
Troubleshooting
A rep shows offline but says they are actively using the phone. Ask them to refresh the page. A stuck or backgrounded browser tab can occasionally miss a heartbeat.
A rep I expect to be available shows Away. Confirm they have not toggled Away themselves in the top bar. It is a manual switch, not automatic, except for the 90-second offline timeout.
Nobody shows available even though people are working. Check whether reps actually have the Phone page or widget open. Presence only exists while the phone interface is loaded somewhere.