Call Monitoring allows users to view call history and access real-time reports. This feature provides essential insights into call activities, facilitating improved communication management.
Real-Time Reports
At the top of the Call Monitoring page, users can access various real-time reports, including:
Calls by Queue – Displays the number of calls handled by each queue.
Callers by Queue – Shows the number of unique callers per queue.
AVG Talk Time (mins) – Indicates the average talk duration of calls.
Answered/Unanswered Calls – Provides statistics on answered and missed calls.
Search and Filtering
In the upper-right section, users can find the Filter option to refine call searches based on specific criteria, improving accessibility and efficiency.
Call History Columns
Call history data is organized into multiple columns, including:
Time – Displays the timestamp of the call.
Queue – Indicates the queue to which the call was assigned.
Caller – Shows the caller's information.
Destination – Displays the recipient of the call.
Duration – Provides the length of the call.
App – Specifies the application handling the call.
Hang-up Cause – Shows the reason why the call was disconnected.
Recording – Provides access to call recordings, if available.
Paging Options
Call Monitoring supports multiple paging options, allowing users to navigate through call records efficiently based on their needs.
Call Status Indicators
The Time column includes arrows of different colors representing the status of calls:
Inbound Answered – Indicates successfully answered inbound calls. (Blue)
Inbound Voice mail - (Red)
Outbound Answered – Represents outgoing calls that were successfully connected. (Green)
Outbound Failed – Denotes outgoing calls that failed. (Black)
Voicemail – Identifies calls that were redirected to voicemail. (Red Double arrow)
Call Recording and Playback
All answered calls are recorded and can be accessed through the Recording column by clicking the play icon.
Users have different playback options to listen to the call audio.
Client App Redirection
If a call was made to a client app, the Caller column will display the number and name. Clicking on the entry redirects the user to the corresponding client app for further interactions.