The Call Monitor is a reporting tool that displays detailed information on real-time for your active campaigns and queues. Unlike the Agent Monitor, the Call Monitor's data is presented on the tabular form allowing easier visibility and recognition.
The data collated starts from 12:00 AM PST to 11:59 PM PST for that same day.
Accessing the Call Monitor
Go to Reports > Click on Call Monitor
Understanding the Call Monitor
> Campaigns Tab
The Campaigns tab will display the information regarding on how the campaigns are performing for that day. You can filter the view to increase or decrease the number of campaigns you want visible by choosing the drop-down selection. Here it will also show the drop percentage for 1, 5, 30, 60-minute breakdown.
> Queues Tab
The Queues tab will display the information regarding how the queues are performing for that day. You can filter the view to increase or decrease the number of queues you want visible by choosing the drop-down selection.
> Campaign Active Calls Tab
The Campaign Active Calls tab displays basic lead information on the calls currently being handled by the agents on the campaign.
Statuses Commonly Seen on this Tab
These are the commonly seen system tagged statuses on the Campaign Active Calls Tab. These are not the actual statuses that the leads are disposed of but shows rather the action taken by the system to handle that call.
- XFER - Refers to the system action wherein the call was successfully transferred to an agent.
- SENT - Refers to the system action wherein the call was successfully transferred and is waiting for an agent.
- AMDMSG - Refers to the system action where the call was analyzed and detected to be an answering machine following the campaign's Call Analysis setup. (How to Use Answering Machine Detection (AMD))
> Queue Active Calls Tab
The Queue Active Calls Tab shows the calls that are inbound to your queues. Unlike the Campaign Active Calls tab, there are no system statuses as these are all considered to be SENT and waiting for an agent to pick-up.
As these are Inbound Calls, and admin or manager has the option to manually assign the call to any available agent on the account regardless of queue assignment and inbound settings. This same feature of the Call Monitor is now available under the Agent Monitor as well.