NEWT ACD Live Monitoring

You will be given access to Monitoring by your NEWT provider or your PBX Administrator. The Monitoring Screen will then be seen by accessing NEWTCF with your credentials.

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- Great In 4K on Large Screen Call Centres!

On your own computer, this also allows you to perform coaching activities such as listening in, whisper/coach, or barge in to take over a call.

The ACD functionality for Live Monitoring includes:

• Live call monitoring for SLA and Work Force Management.

• Colour Code alerts for SLA %, wait times, talk times and agent activities.

• Coaching features: Listen, Whisper or Barge in.

• Supervisor Call Handling – Transfer or Take.

• Queue Activity Details * With Call Insights and Transcriptions (if purchased)

• Agent Work States and Dispositions with Notes.

• Queue Grouping for overall viewing and reporting.

Summary Viewing

At the top of the screen, you’ll notice a summary of information based on the group of queues you are monitoring for the day (resets each day).

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). Colour 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.

 You will see these additional Stats, that also update in real time:

• Completed – number of calls completed thus far.

• Outbound – Number of Outbound calls made thus far.

• Waiting – how many calls are sitting in the queue waiting to be answered.

• In Progress – number of active calls currently being handled.

• Abandoned – number of calls that hung up before being answered.

• Average Wait – on average, how many min:sec customers are waiting in queue before call is answered.

• Maximum Wait – this indicates the maximum wait time for calls in the group of queues so far today.

• Current Maximum Wait – For calls waiting in queue, this amount shows their wait times. If this timing exceeds the maximum wait time, it will turn red.

• Average Talk- this is the average duration your agents are on call for today.

• Maximum Talk – this is the maximum duration of call so far today.

• Current Max Talk – For active calls, this amount shows the overall duration of the call. If this timing exceeds the maximum talk time, it will turn red.

Monitor Table controls - Additionally, you will see toggles that can be used for on/off toggling of the various tables below: Queue Status, Unprocessed and Agent tables to adjust your monitor view.

Queue Status

Below the summary window, is information pertaining to each Queue

Columns are a drill down of call monitoring features as decribed above, for each queue.

Queue Details

To further drill down on one queue’s call information, click on the blue 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 individual queue activity.

TIP: Use the grey icon at the bottom right corner of the screen to expand or collapse the window.

If you have purchased ACD Call Insights, you will see two tabs here. Basic and Insights.

Basic: Here you can see the current days details:

Time – time of day in hrs:min that the call was answered.

Duration - how long the total call was.

Source – if it is identifiable, the phone number will be recorded here.

Region – The city/state the call is coming from.

Caller Name – if the caller ID is identifiable, it will show up here.

DNID – the phone number that the caller dialed to call in.

Agent | Agent Name – Extension Number and Name

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.

Basic 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. *if you have purchased insights, you will instead see a blue icon to take you to insights, transcripts and the recording of the call.

Insights (with Insights purchase)

If purchased, here you can see a summary of insights information pertaining to each call.

This is an AI generated tool that will indicate the type of call and summarize the reason for the call. From here, as per above, you can click on the blue icon at the end of the line, to pull up the full call Insights, transcriptions and call recording.

You can see further details regarding the initial sentiment of the caller and their final sentiment as well as action steps the agent has taken for resolution.

Transcription Call Recording (with Insights purchase)

Seek - If you want to listen to a specific area of the call, you can select the transcript sentence you want to go to and click on the Seek button. You’ll notice that the audio jumps to the time stamp of that sentence. Hit Play to listen from there.

Additionally, transcripts can be downloaded to csv or you can copy/paste to other record keeping methods you may use.

If insights or transcriptions have not been captured yet (sometimes more lengthy calls are left to be processed overnight) you can manually force the process by hitting the Generate Button manually.

As a quick reminder, we understand that AI is not always perfect. It tries its best, but that doesn’t mean you won’t find the occasional error in transcription or analysis.

Unprocessed 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.

1. Click on the call detail icon of call to be transferred

2. 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.

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.

Agent Call Details

Similar to the Queue Details, you can also access call information for the agent by clicking on the blue icon at the end of the agent line item.

 For Access to ACD Monitoring, please contact your PBX administrator.