the NEWT ACD (2.0) “Live Call Monitoring” gives you the ability to monitor call and agent activities in real time, to assist you with workforce and SLA monitoring. This also allows you to perform coaching activities such as listening in, whisper/coach, or barge in to take over a call.
Summary Viewing
At the top of the screen, you’ll notice a summary of information based on the group of queues you are monitoring. Here are some definitions of information seen:
Group - handy for leaders to group all the queues together that they are monitoring. The groups would be set up during configuration. If access has been granted, other groups to view can be selected here from the drop-down menu.
Agents - how many active agents are logged in.
SLA % - defaulted to % of number of calls answered within 20 sec. (if abandoned after 5 sec - will go against the SLA; ignored if under 5 sec). Color coding is associated with the SLA % as such:
Red – SLA is under 50%, Orange – SLA is between 50-64%, Yellow – SLA is between 65-79%, Green – SLA is 80% or above.
Additionally, you will see toggles for Monitor Table controls that can be used for on/off toggling of the Queue Status, Unprocessed and Agent tables in view.
Queue Status
Below the summary window, is a drill down to the queue level information.
To further drill down on one queue’s call information, click on the icon at the end of the queue line to reveal a more detailed screen that reveals details of each call. A small summary is displayed relating to the particular queue activity.
TIP: Use the at the bottom right corner of the screen to expand or collapse the window.
Disposition – during configuration set up, you can create categories that allow agents to identify the “bucket” this call would be in, for agents to select at the end of their call.
Disposition Text – additional notes your agent would like to make. Some companies enter their ticket numbers here, for example.
Call Recordings – You’ll notice at the end of the line item, if the call has been recorded, there is a play button allowing you to listen to the call for coaching opportunities or quality assurance. You can control the speed of the call playing, and calls can also be downloaded by clicking on the while listening to the call.
Unanswered Calls
In the next table, you will see a listing of all unanswered calls for the day. Calls that are waiting in queue will be highlighted in green but turn to yellow or red the longer the caller is waiting (the length of time is a configurable feature for you to determine). If abandoned, the time of abandonment and wait time before hanging up is indicated.
Unanswered Call Transfer Feature
Supervisors can click on the Call Details Icon at the end of the line item of the call waiting in queue, to transfer the call to another queue with available agents if desired.
Click on the call detail icon of call to be transferred
Select the queue or extension to send it to and hit the transfer button.
Agent Status & Calls in Progress
For each agent sitting any of the queues that are within the group you selected at the top of the screen, you will see their detailed activities for further workforce management. The at-a-glance board shows you a number of things related to the agent activity and on which queue. For call centers where large display screens are used for monitoring, this board is well viewed in 4K.
In the table beyond these columns, there is an at-a-glance grid that shows activity for all queues within the group. Across the top (headers) are the names of each queue as configured. The headers will change colors as follows:
Green - queue agents are available to accept calls.
Orange – calls are waiting.
Red – more than one call is waiting.
The squares in the table are color coded as follows:
Green – assigned agent can accept a call in the queue(s)
Grey – agent is not part of that queue.
Yellow – agent is assigned to this queue but is on a “paused” (unavailable) status.
Orange – the agent is on outbound (in paused state for inbounds).
You will also notice phone icons that tells you when your agent is on a call. This Icon will also change colors based on length of call.
To further drill down on one agent’s call information, click on the search icon at the end of the agent line Note that if calls are recorded for this agent, a green play button will show up and you can click on it to listen to the call.
Call Coaching Feature
As a supervisor who has been given live monitoring access, you have a working phone attached to your extension. Notice the icons that appear within the agents call line when an agent is on a call:
Listen -By clicking on this icon in the screen – your own phone will ring. Upon picking it up, you will be able to listen in on the call while it’s live.
Coach - By clicking on this icon in the screen – your own phone will ring. Upon picking it up, you will be able to listen in on the call while it’s live and be able to speak to your agent to coach them within the call, without the customer being able to hear anything.
Barge - By clicking on this icon in the screen – your own phone will ring. Upon picking it up, you will be able to listen in on the call while it’s live and be able to barge in on the call to talk to the customer. Note that the agent will also be able to hear the conversation.
For Access to ACD Monitoring, please contact your PBX administrator.