- Allows you to see agent monitoring events like monitoring, coaching and barging.
- To access the Call Monitoring Report click on the Call Monitoring Report link from the Review tab of Navigation Panel. This will take you to the Call Monitoring Report Search tool to choose the parameters for the report.
- Data for the report is only logged whenever a monitoring event is triggered.
- The report comes with advanced search parameters, supports account and phone multi-search. You can search based on any of the criteria listed below. If no conditions are applied, the search is done for all values on a given date or date range.
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. The report can be exported via PDF, CSV and Excel.
- Date Range – Enables you to type in dates or choose them using the calendar drop down buttons. The calendar allows you to select the start and end date range.
- Advanced Date Configuration – Clicking on the link next to the calendar button will open the Advanced Date Configuration selection interface. User – The monitoring user ID number.
- Multiple sequential or non-sequential dates can be selected using the Multiple option. You may enter dates in the format of MM/DD/YYYY or select them using the calendar button.
- Advanced Date Configuration – Clicking on the link next to the calendar button will open the Advanced Date Configuration selection interface. User – The monitoring user ID number.
- Call Center – Select a call center with a drop down menu. Multi-Call Center Selection can be performed by using the hyperlink titled ‘Show Multi-Call Center Selection’.
- Multiple Call Center Selection – Clicking on the link next to the Call Center drop down menu will open the multiple call center selection window
- Multiple Call Centers can be easily chosen by holding down the ‘Ctrl’ key when making selections.
- You may sort call centers in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
- Use the arrow buttons to move the selection to the right-hand box. You may choose to move one service or call center at a time using the single arrow buttons or all services/call centers with the multiple arrow buttons.
- Multiple Call Center Selection – Clicking on the link next to the Call Center drop down menu will open the multiple call center selection window
- Service – A particular service can be selected using the service drop down box. If a particular call center is selected prior to 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 multiple service selection window:
- Multiple Services can be easily chosen by holding down the ‘Ctrl’ key when making selections.
- You may sort services in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
- Multiple Service Selection – Clicking on the link next to the Service drop down menu will open the multiple service selection window:
- Agent – The agent being monitored. Multi-Agent Selection can be performed by using the link next to Agent drop down.
- Multiple Agent Selection – Clicking on the link next to the Agent drop down menu will open the multiple Agent selection window
- Multiple Agents can be selected by holding down the CTRL key when making selections.
- You may sort Agents in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
- Use the arrow buttons to move the selection to the right-hand box. You may choose to move one Agent at a time using the single arrow buttons or all Agents with the multiple arrow buttons
- Multiple Agent Selection – Clicking on the link next to the Agent drop down menu will open the multiple Agent selection window
- Agent Team – The agent team for which the transaction being monitored occurred.
- Multiple Agent Team Selection – Clicking on the link next to the Agent Team drop down menu will open the multiple agent team selection window.
- Multiple agent teams can be easily chosen by holding down the ‘Ctrl’ key when making selections.
- You may sort entries in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
- Use the arrow buttons to move the selection to the right-hand box. You may choose to move one agent team at a time using the single arrow buttons or all agent teams with the multiple arrow buttons.
- Multiple Agent Team Selection – Clicking on the link next to the Agent Team drop down menu will open the multiple agent team selection window.
- 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 – The termination result selected.
- Monitoring Duration – The duration of the event.
- Monitoring Event – The type of monitoring event captured (Monitor/Coach/Barge).
- Service Type – You can select a service type to search for.
- Original Account Number – The original account number selected for the transaction monitored (if enabled)
- Generate Report – After your selection parameters are chosen, you can generate the report by clicking on Generate Report button located at the bottom of the page. This takes you to the report below:
Monitoring Type: 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 monitoring session: Hours: Minutes: Seconds.
Monitor End Time: The end time of 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 to.
Account: The account number associated to the call monitored.
Phone: The phone number for the monitored call.
Outcome: The LiveVox result code for the monitored call.
Original Account Number: An alternate account number that is different from the unique account identifier within the LiveVox client's CRM platform.
Additional Links located in the top right corner of the generated report:
- Export to: CSV, PDF or Excel – provides you the ability to export report and data to another file type.