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Call Monitor

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Julianna Rodriguez
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Overview

The Call Monitor displays detailed real-time information for your active Campaigns and Queues. The various tabs allow you to focus on specific details about your Inbound and Outbound performance.

The system collates data from 12:00 AM PST to 11:59 PM PST that same day.

Contents

Call Monitor

Open the Call Monitor using the Call Monitor option in the Reports main menu.

Open Call Monitor.png

Campaign Filter: Admins select whether to filter the Call Monitor by a specific Campaign or view All Campaigns.

Refresh Rate: These buttons allow the Admin to determine how often the data in the Call Monitor updates.

  • STOP: Stops the data on the Call Monitor from refreshing.
  • SLOW: Sets the refresh speed to every 30 seconds.
  • FAST: Sets the refresh speed to every 6 seconds.
  • START:(Only shown for Active Calls tabs) Restarts the page refresh after an Admin stops it.
Call Monitor Campaign Filter and Refresh.png

Campaigns

Displays the call metrics for all of the Campaigns your Agents are currently logged into.

Call Monitor Campaigns tab.png
Metrics Definition
Campaign The Campaigns Agents are logged into.
Total Calls Placed The total number of calls placed by each Campaign.
Total in Call The total number of Agents in an active call.
Contacts The total number of calls Dispositioned as a Contact for each Campaign.
Abandoned by Agent The total number of calls where an Agent terminated the call. Also includes calls that an Agent has yet to Disposition.
Dropped by Campaign The total number of calls dropped by the Campaign due to no available Agents.
Drop % The percentage of total calls that the Campaign dropped.
1 min The percentage of calls dropped in the last minute.
5 min The percentage of calls dropped in the last five minutes.
30 min The percentage of calls dropped in the last 30 minutes.
60 min The percentage of calls dropped in the last 60 minutes.
No Party Contact - Sys The percentage of calls Dispositioned by the system as no contact such as Busy, Answering Machine, No Answer, etc.
No Party Contact - Agent The percentage of calls Dispositioned by Agents as no contact such as Busy, Answering Machine, No Answer, etc.
Avg Handle Time The average time that Agents spend on a call from start to Disposition.

Queues

Displays call metrics for the Queues Agents are answering Inbound Calls from.

Queues - Call Monitor.png
Metrics Definition
Queue Name The names of the Active Queues accepting calls.
Total Incoming Calls The total number of calls coming into each Queue.
Total in Call The total number of Agents in an active call.
Contacts The total number of calls Dispositioned as a Contact for each Campaign.
Abandoned by Agent The total number of calls where an Agent terminated the call. Also includes calls that an Agent has yet to Disposition.
Abandoned by Lead The total number of calls where a Lead terminated the call.
Dropped by Queue The total number of calls dropped by the Queue due to no available Agents.
Avg Speed of Answer The average time in seconds it took for an Agent to answer a call in the Queue.
Abandoned by Agent % The percentage of total calls abandoned by the Agent.
Abandoned by Lead % The percentage of total calls abandoned by the Lead.
Drop % The percentage of total calls dropped by the Queue.
Avg Handle Time The average time that Agents spend on a call from start to Disposition.

Campaign Active Calls

Displays data for the active calls in your Campaigns.

Campaign Active Calls - Call Monitor.png
Label Definition
Lead ID The Lead's unique identification number.
Phone Number The Lead's phone number.
First Name The Lead's first name.
Last Name The Lead's last name.
Call Duration The total duration of the current call.
Campaign The Campaigns Agents are logged into.
List Name The name of the Lead List containing this Lead.
Queue Priority A number denoting the Lead's priority in the Queue.
Agent Name of the Agent on the call.
Status

The Lead's current Status based on the action taken by the system to route the 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.

Queue Active Calls

Displays the active calls in your Inbound Queues, including calls that have not connected to an Agent yet.

Queue Active Calls - Call Monitor.png
Label Definition
Lead ID The Lead's unique identification number.
Phone Number The Lead's phone number.
First Name The Lead's first name.
Last Name The Lead's last name.
Call Duration The total duration of the current call.
Queue The Queue that the call came in through.
List Name The name of the Lead List containing this Lead.
Queue Priority A number denoting the Lead's priority in the Queue.
Agent Name of the Agent on the call.
Assign Contains a drop-down allowing Admins to assign specific Agents to a call waiting in the Queue.

 

 

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