/
[ACD] Monitoring Report

[ACD] Monitoring Report

Owned by Kathleen Glica
Jul 18, 2024
4 min read

The content in this article is appropriate for: Administrators and Supervisors

The Monitoring Report was designed to show what calls have been monitored and which Supervisor was monitoring them.

To access this feature, click Supervisor in the left-hand navigation bar to drop down the available Supervisor page options, then click Monitoring Report.

On this page you will see:

  • Call ID #

    • click the ID number to view the Call Details page. More information on this page is available in the next section.

  • Program

  • Dir (Direction)- whether it was an Inbound or Outbound call

  • Caller ID/ANI (automatic number identification)

  • Agents: name(s) of any agent that handled any leg of the call

    • Click the music note to listen to the call recording

    • Click the download button to save a copy of the .ogg file

      💡If you want to listen to live calls, go to live monitoring in the Real-Time Overview.

  • Dispo: the disposition of the call

  • Date/Time of the call

  • State where the customer/lead phone number is registered

  • Status: configurable by the program/campaign, set by the agent at the end of the call

  • Length of the call

  • QA (Quality Assurance): If audited, this is the call’s audit score [0.00-100.00, Pass/Fail]

  • Supervisor: name of the supervisor that was monitoring this call

 

Call Details

The Call Details page is comprised of multiple tabs*:
*not all tabs will be available on all clusters

  • Details tab:

    • Program/Campaign

    • Created At

    • Queued At

    • Status/Disposition

    • Caller ID/ANI plus location information

    • Call Direction

    • Displayed Callerid

    • Call Duration for all legs of the call

    • VoIP Switch

  • Path tab: a complete breakdown of each leg of the call

    • Date/Time

    • Event name

    • Notes

      💡 You can pop the guided interaction from the entry in this column with the blue button:

       

  • Agents tab:

    • Date/Time

    • Program

    • Agent ID

    • Agent Name

    • Recording and download options (if applicable)

    • Call Dispo

    • Call Length

    • Call QA Score (if applicable)

  • Destinations tab: any external interactions during the call (if applicable)

  • VMs tab: any voicemails left (if applicable)

  • CDRs(call detail records) tab:

    • Call ID: click this green button to download the .xml file

    • Call Type

    • Call Quality

    • HUP (hangup) Cause

    • SIP (Session Initiation Protocol) IP

    • Remote Media IP

    • Local Media IP

    • Notes

  • Slide Navigation tab:

    • link to the Session Logs

    • Session ID

    • WorkFlow used on the call

    • Guided Interaction used for the call

    • Slide Navigation breakdown detailing each slide name, where the slide branched to, and time spent on the slide

  • Consumed Data tab:

    • link to Consumer Logs

    • Log ID #

    • Session ID

    • Scripter Domain

    • WorkFlow used on the call

    • Guided Interaction used on the call

    • Timing of the call - start to finish

    • Script (Guided Interaction)Interaction Length

    • Consumed on Host

  • Consumed Responses tab:

    • #

    • Field Type

    • Question (field name)

    • Answer (provided by customer/lead)

  • Integration Requests tab: if used, provides info on an Integration used during the call. Click the blue button to be redirected to the Integration Management Panel

  • Feed Requests tab: If used, provides info on any API feeds used during the call. Click the blue button to be redirected to the API Feeds /Feed Management Panel

  • Agent Checks tab: shows any Agent checks that were performed during the call

  • IVR Log tab: the IVR log of the call

 

Related content