Agent Monitor

• Monitor/Listen to Live Calls
• Sending Broadcast Messages to Agents
• What is the Agent Monitor?
• Checking Dropped Calls in the Agent Monitor

Agent Monitor Logs

• Access Agent Monitor Logs

Agent Productivity Logs

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

Call Logs

• Call Logs Report
• Run Call Logs for 3-way Calls or Conference Calls.
• View Inbound Dropped Calls

Call Monitor

• Using the Call Monitor
• Assigning Stuck Inbound Calls to Agents

Callbacks

• Assigning Callbacks to Another User
• Deleting Callbacks
• Edit Callbacks
• Exporting Callbacks
• Searching and Viewing Callbacks

Custom Reports

• Affiliate Conversion Report
• Agent 3 Way Calls Report
• Agent Call Time Report
• Agent Calls Report
• Agent Campaign Report
• Agent Performance Report

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Recordings

• Delete Call Recordings
• Call Recordings - Search, Playback, Download, and Storage
• Microseconds in the File Name Format for Recordings

SMS Logs

• Health Check Process for SMS
• Using SMS Logs

Virtual Agent Logs

• Using Virtual Agent Logs