Abstract: Aspects of the present disclosure are directed to apparatuses, systems and methods involving data communications in a contact center. Data communications are routed/conveyed for a plurality of endpoint devices associated with contact center agents of a client entity, including data communications between both respective contact center agents and end users, and the respective contact center agents and a supervisory user. In response to the supervisory user selecting an association linked to the one or more of the data communications, the supervisory user is provided access live audio or video communications involving the selected association. Analytics data is generated and presented based on characteristics of the live data communications, and historical characteristics of data communications involving the selected association.