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The Call Monitoring Report provides visibility into user monitoring, coaching, and barging activities for the selected period. This report ensures quality control by monitoring agent performance. 

This report may only be generated with a start and end time frame no greater than 3 days. Data can be generated from up to 180 days back. By default, all times will be in UTC.

Specify the following options to generate the report. Only the date range is required to generate the report and the rest of the fields are optional. These optional fields can be used to get specific records.

  • Date Range: Enables you to type in dates in the format of MM/DD/YYYY or choose dates using the calendar button. Clicking on the calendar button opens the Date Picker interface.
    • Under the Range tab, you can select the date range.

    • Under the MultiSelect tab, you can select multiple sequential or non-sequential dates.

  • Call Center: Select a call center with a drop-down menu.

    • Multiple Call Center Selection: Clicking on the link next to the Call Center drop-down menu opens the Select Call Center window.
      • Search the required call center by typing the text in the Search textbox.
      • Click a call center from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all the available call centers to the Assigned column.
      • Click a call center from the Assigned column to remove the assigned call center. It will be moved to the Available column.
      • Click the Remove All button to remove all the assigned call centers. They will be moved to the Available column.
  • Service: A particular service can be selected using the service drop-down menu.  If a particular call center is selected before selecting a service, services only available for that particular call center will appear.
    • Multiple Service Selection: Clicking on the link next to the Service drop-down menu will open the Service Selection window:  
      • Search the required Service by typing the text in the Search textbox.
      • Click a service from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all available services to the Assigned column.
      • Click a service from the Assigned column to remove it from the assigned services. It will be moved to the Available column.

      • Click the Remove All button to remove all the assigned services. They will be moved to the Available column.

  • Agent: Select the specific agent for whom you want to view the report. 
    • Multiple Agent Selection: Clicking on the link next to the Agent drop-down menu opens the Select Agent window.
      • Search the required agent by typing the text in the Search textbox.
      • Click an agent from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all the available agents to the Assigned column.
      • Click an agent from the Assigned column to remove the assigned call center. It will be moved to the Available column.
      • Click the Remove All button to remove all the assigned agents. They will be moved to the Available column.
  • Agent Team: Select the specific agent team for whom you want to view the report.
  • Campaign: Select the campaign within which the transaction being monitored occurred.
  • Campaign Pattern: Enter the campaign file name pattern.
  • Phone Dialed: Enter the phone number of the caller being monitored (if available).
  • Account: Enter the account number of the caller being monitored (if available).
  • Result: Allows you to select the termination results.
    • Multiple Result Selection – Clicking on the link next to the  Result will open the Select Results window:  
      • Search for the required result by typing the text in the Search textbox.
      • Click a result from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all available results to the Assigned column.
      • Click a result from the Assigned column to remove it from the assigned results. It will be moved to the Available column.

      • Click the Remove All button to remove all the assigned results. They will be moved to the Available column.

  • Transfer Connect Duration: Specify the duration of the event.
  • Monitoring Event: Select the type of monitoring event captured (Monitor/Coach/Barge) from the Monitoring Event drop-down list.
  • Service Type: Allows you to select a particular service type using the Service Type drop-down menu. If a particular service type is selected, only the services available for that service type appear in the Services drop-down list.
    • Multiple Service Selection: Clicking on the link next to the Service Type drop-down menu opens the Select Service Type window:
      • Search the required service type by typing the text in the Search textbox.
      • Click a service type from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all available service types to the Assigned column.
      • Click a service type from the Assigned column to remove it from the assigned service types. It will be moved to the Available column.
      • Click the Remove All button to remove all the assigned service types. They will be moved to the Available column.
  • User: Select the monitoring user ID from the User drop-down list.

Report columns and the sequence can be easily modified to provide you with a report view that is important to your business operation.

  1. Click the cog icon in the upper right of the Results panel.
  2. Place a checkmark to the right of the field you want to be displayed and unchecked for those to be hidden. See the Generate Report section for more information on available fields in the report.
  3. Re-sequence the displayed fields by selecting a column and moving it up or down using the appropriate button.
  4. Click OK to update the view.

After choosing the search parameters, generate the report by clicking the Generate Report button to the right of the search options. The following optional fields are available as report columns:

  • Monitoring User: The monitoring user ID number.
  • Agent: The agent being monitored.
  • Agent Team: The agent team associated with the agent being monitored.
  • Monitor Type: The type of monitoring performed (Listen, Coach, Barge).
  • Date: Date when the monitoring was performed.
  • Monitor Start Time: The start time of the monitoring session: Hours: Minutes: Seconds.
  • Monitor End Time: The end time of the monitoring session: Hours: Minutes: Seconds.
  • Total Duration: The total duration of the monitoring session.
  • Call Center: The call center associated with the monitored call.
  • Service Name: The service on which the call was monitored.
  • Campaign: The name of the campaign the call monitored is associated with.
  • Account: The account number associated with the call monitored.
  • Phone: The phone number for the monitored call.
  • Outcome: The platform result code for the monitored call.
Additional Buttons 
  • To export the generated report, click the Export button (next to the Generate Report button) and select the required option of file type. The available options are PDF, Excel, and CSV.
  • To print the generated report, click the Print button (next to the Export button). The generated report opens in another tab. Select the details for printing the report and click the Print button.
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