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Advanced Training: Admin

Call Monitoring

The Call Monitoring Tool provides you with an easy reference that shows what your agents are doing at any given moment. It also gives you the ability to join in to varying degrees with calls in progress. For example, the "Whisper" function lets you give instructions to an agent without callers hearing, and the "Barge" function lets you talk to both the agent and the client.

This summary outlines the various functions of the Call Monitoring page.

Setup and Access

To get to the Call Monitoring page, go to the Administrative tab and click Call Monitoring, then Monitor Calls.


(Administrative tab > Call Monitoring > Monitor Calls)
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The monitoring tool page looks like this:


(Call Monitoring Page Overview)
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Settings Panel

The settings panel interacts with the rest of the monitoring tool to control information displays. Access it by clicking the Settings link in the top right corner of the main page.


(Settings Link)
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Settings Options


(Settings Panel)
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Number

This sets your station number. This is where the dialer will call you to perform the Barge, Whisper, and Listen actions you initiate. By default, when the page loads this value is set to the user phone number established in your profile. You can then manually change it through the setting.

Call Type to Monitor

This single-select dropdown field lets you choose whether the page will display Inbound calls, Outbound calls, or both.

Table Ordering

The table order sets the default sorting parameters for the agent table. There are two options:

  • Alphabetical
  • Alphabetical / Active On Top
Alphabetical

When set to Alphabetical, the table is sorted by agent last name, in ascending order. The sorting can be changed later by clicking on a column heading in the actual table. The sorting will reset if you refresh the page or reset the sorting to the default by click-ing on the Agent column.

For example, let’s say you want the agent table sorted by status, instead of agent name. In the table itself you could click on the column heading for Status, and the table would resort. If you want the sorting to go back to the default, you can either refresh the page, or click the column heading for Agent, until it is set back to ascending order (A-Z).

Alphabetical on Top

When the dropdown is set to Alphabetical / Active on Top, the agent table sorts alphabetically by agent last name, ascend-ing order, but also dynamically updates as agents go on and off phone calls. Active agents automatically shift to the top of the table, sorted alphabetically. Inactive agents then follow below, sorted alphabetically.

PLEASE NOTE that if you manually sort the table using a column header, the “float to the top” behavior will stop, and the table will ONLY sort in the manually specified order.

Using the Tool - Summary Boxes

The summary boxes display additional information about inbound calls, and if any calls are in the queue.

Calls in Queue by ACD

This summary table displays the number of calls currently in the dialer queue that have not been answered. The large number at the top is the total callers waiting across all ACDs. Below, the number of callers waiting in each ACD is displayed.


(Calls in Queue Summary)
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Agents Talking

This summary displays displays the names of agents currently on a call, and how how long they’ve been on the call. It also shows the name of the ACD for inbound calls, or the name of the dialer list for outbound calls.


(Agents Talking Summary Table)
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Wait Time

This box shows the wait time of calls currently waiting in ACD queues. The large display at the top shows the wait time of the call that’s been waiting the longest of anyACD. The ACD column displays the names of ACDs with callers who are waiting. The Wait Time column displays the wait time of the caller who has been waiting in this ACD for the longest period of time.


(Wait Time Summary Table)
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Wait times do NOT include calls waiting to be routed to agents through Route to Owner or Route to Last Caller in an IVR, since typically these are very quick routing decisions made by the dialer server, and only lead to a few seconds of wait time (i.e., if the user isn’t available, the call generally fails over immediately).

The Agent Monitoring Table

Beneath the summary section is the main monitoring table, listing all agents that can potentially use the dialer. Before getting into the actual tools, let’s review some of the ways you can update the visual display of the table.

The Set Filters Button

This button opens a window with three dropdowns that allow you to filter which agents show up on the table.


(Set Filters Button)
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(Set Filters Window)
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There are three multi-select dropdowns available:

  • Filter by Manager - This dropdown filters the agent list down to only agents who report to the managers you select. This references the Reports To dropdown designation on each employee's profile page.
  • Filter by Team - This dropdown filters the agent list down to only agents on the selected InsideSales.com Teams.
  • Filter by ACD - This dropdown filters the agent list down to only agents who are logged in to the selected ACDs.

Making selections with more than one of the dropdowns will limit your results to agents who meet the criteria of ALL the dropdowns.

When you're ready, click Save.

Table Columns

Several columns are displayed by default, and cannot be removed from the table.

Monitoring Actions

Whenever an agent is on a call, this column reveals actions you can take to monitor or to otherwise participate.


(Monitoring Actions)
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Monitoring Actions will covered in more detail later.

Outbound Status / Inbound Status

Shows the agent’s current status and how long they have been in that status. Whether or not these columns appear is determined by the Call Type to Monitor field in the settings panel.


(Inbound / Outbound Status)
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Recording On / Off

This indicates whether a call is being recorded or not. If an agent is on a live call and not being recorded, you can click the ON link to start recording from that point. If a call is being recorded and you want to stop the recording, you can click OFF to end the recording.


(Recording On / Off Column)
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Call Details

Shows one of the following:

  • The ACD from which a call originated
  • The dialer initiative / list from which the outbound agent made contact.
  • Route to Owner (if the call was returned through a “route to owner” option in an IVR)
  • Route to Last Caller (if the call returned through a “route to last caller” option in an IVR)

Team

Displays the team assignment for the agent, if applicable.

Additional Columns to Display

Additional columns can be added to the default items using the Selected Columns field.


(Columns Selected)
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Available Columns

Columns that display daily metrics for the agent:
  • Inbound Call
  • Outbound Call
  • Appointment Set
  • Abandoned Call
  • Miss-called Number
  • Busy
  • Voicemail
  • Left Live Message
  • Bad Number
  • Wrong Number
  • No Answer
  • Set Callback
  • Transfer
  • Email
  • Voice Message
  • Fax
  • SMS
  • Contact
  • Correct Contact
Columns that display record information (i.e., the record with which the agent is currently on the phone):
  • Lead Source
  • Record Name
  • Lead Status
  • Company Name
Columns that Display Other Information:
  • ACDs: Displays the names of all the ACDs the agent is currently signed into.
  • Object Type: Displays the object type of the record the agent is calling (lead, contact, etc).
  • Caller ID: Displays the caller ID of the currently connected client leg.

Other Column Appearance Controls

Dragging Columns to a New Position

You can also change the order in which visible columns appear by dragging column headers to another location.


(Column Dragging)
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Column Heading Sorting

The contents of column in the table can be sorted by ascending or descending order. Change from one to the other by clicking on the column heading.

Table Resizing

The monitoring table dynamically resizes to fill available browser space when the browser width is greater than the minimum page width.

Monitoring Actions

We briefly mentioned this column before. Now let's go over its functions in detail.

The Monitoring Actions column contains the primary action links used on an active call. Links become available an agent is on an active call. In addition, the row highlights in green when your mouse is over it, making it easier to tell which user is being targeted for the action.


(Monitoring Actions)
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Available Actions

Listen

Allows you to listen in on the call. You can hear what both the agent and client are saying, but neither of them can hear you.

You'll stay connected to that agent even if they move on to another call, allowing you to easily monitor multiple calls by the same agent. Click End Listen to stop.

Whisper

Whisper does the same as Listen, but allows the agent to hear what you are saying, but the client cannot. This way you can coach the agent without the caller hearing what you say.

When the agent moves on to the next call while you have this action activated, you'll automatically revert to the Listen action.

Barge

This allows you to fully participate on the call. Both the agent and client can hear what you say. PLEASE NOTE that if the agent hangs up after you perform this action, it will end the call for all the participants.

When the agent moves on to the next call while you have this action activated, you'll automatically revert to the Listen action.

Disconnect Call

This action hangs up the client leg from the call. If you are actively “whispering” or “barging” on the call, you will still be able to communicate with the rep. Be aware you can perform this action whether you are “actively” participating on the call or not.

Logout

Closes any calls the agent is on, logs the agent out of the sys-tem, clears all active session data, and clears their inbound state. This is useful if one of your agents forgot to logout at the end of the workday.

View Record

Pulls up the database record the agent is actively working with, so you can get more information about them.

The Active Monitoring Toolbar

Performing any of the monitoring actions brings up the Monitoring Actions Bar above the agent table. This bar will “float” with you as you scroll through the agent list, allowing you to keep tabs on the call you’re currently monitoring while reviewing other agents’ activities.


(Monitoring Actions Bar)
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