Agent Monitor

• How to send a broadcast message to agents.
• What is the Agent Monitor Screen
• How to Check Dropped Calls using Agent Monitoring
• How to Monitor / Listen to Your Agents

Agent Monitor Logs

• How to Access Agent Monitor Logs

Agent Productivity Logs

• How to Check Agent Productivity Logs (Time logged IN and OUT)

Call Logs

• How to run call logs for 3-way calls or conference calls.
• How to Use Archived Call Logs Report
• How to see Inbound Dropped Calls
• How to Use a Call Logs Report

Call Monitor

• How to Assign Stuck Inbound Calls to Agents

Callbacks

• How to Assign Callbacks to Another User
• How to Edit Callbacks
• How to Delete Callbacks
• How to Search for and Show Callbacks
• How to Export Callbacks

Custom Reports

• Cost Cap Monitor
• How to Run an Agent Revenue Report
• How to Generate Queue Handle Report
• How to run a Contact Rate Report
• Status Lead Penetration Report
• How to Create Workflow Automation Performance Reports

See all 17 articles

Recordings

• How Do I Search, Playback and Download Recordings?

SMS Logs

• How to Use a SMS Logs Report