The Agent Monitor Screen shows vital campaign information, such as but not limited to: dial level, drop rating, number of dialable leads and total number of agents that are currently logged in. The admin can also monitor the agent's status and can listen to their live calls.
From the Dashboard, click on Reports and select Agent Monitor from the drop down.
In the Agent Monitor page, we see helpful information on how the system performs.
Arguably, the most important piece of the Agent Monitor screen is the drop rating portion. On the Agent Monitor page, you can see both the inbound and outbound drop rating. Always monitor your drop rating and aim to keep it under 3%.
You may select which specific campaign and queue to monitor by clicking the Campaign drop down. You may also set the Refresh rate of the Agent Monitor page
You can see your campaign’s Dial Method and the current time.
We can also see how the system is dialing by checking the Total Calls Placed, Calls Ringing, Outbound Calls Waiting, Inbound Calls Waiting and AM Messages Playing
We can see information such as the number of dialable leads and leads in the hopper. It also shows us how many calls were made so far and how many live calls were dropped.
Note: The type of call considered as ANSWERED when counting Outbound DROPPED/ANSWERED on the Agent Monitor is disposition wherein the Human Answered is set to YES plus DROP, PDROP, and FASD.
Total number of agents shows us the number of agents that are Logged in, on ready, in a call, on wrap up, on paused and on a dead call.
The Agent Monitor screen also shows us a list of Agents that are logged in and their current status. Admin can also force log out an Agent by clicking the On/Off Button.
Note: Virtual Agent column is to differentiate between real agents and AI agents.
If you want to send a message to your agents, you can use the Broadcast Message feature. This allows the Admin to relay a message to all or some selected agents. Please click How to send a broadcast message to agents for more details.
You can also listen to your agent's live calls by clicking the Listen options. Please click How to Monitor / Listen to Your Agents for more details.
The Show/Hide Columns can be used to show/hide agent info such as extension, name, call time etc. You may refer to the Color code to easily determine how long have been the agent is on a particular status.