The Call Monitoring Report allows you to see agent monitoring events such as monitoring, coaching, or barging. The data for the report is only logged whenever a monitoring event is triggered.

Search Criteria

To access the Call Monitoring Report, navigate to Review > Agent Reports > Call Monitoring Report. This takes you to the Call Monitoring Reporting search tool to choose the parameters for the report

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. Use the optional fields to get specific records.

• Date Range – Enter the dates in the  MM/DD/YYYY format or choose the dates by using the calendar button. Click on the calendar button to open 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 from the Call Center drop-down list.
  

  • Multiple Call Center Selection –Click the link next to the Call Center drop-down list to open 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 – Select a particular service from the Service drop-down list.  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 – Click the link next to the Service drop-down list to 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 from the Agent drop-down list. 
  
  • Multiple Agent Selection – Click on the link next to the Agent drop-down list 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 from the Agent Team drop-down list.
• 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 – Click the link next to the  Result to open the Select Results window:  
    • Search 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 – Select a particular service type from the Service Type drop-down list. 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 – Click the link next to the Service Type drop-down list to open 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.

Generate Report and Results

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

Column Customization

To customize columns:

1. Click the cog icon in the upper-right of the Results panel. You are presented with the Customize Column window.
   
   
2. Place a checkmark to the right of the field you want to be displayed and unchecked for those to be hidden. See below 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.

Generate Report

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 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.

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, 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.