The Call Monitoring screen provides real-time tracking of call center operations. Operational details such as the current call status of agents, call direction, duration, project, and queue information are displayed on this screen.
General Use and Management
Purpose
The Call Monitoring screen provides real-time tracking of call center operations. Operational details such as the current call status of agents, call direction, duration, project, and queue information are displayed on this screen. This screen is designed for managers to monitor call traffic and intervene quickly when necessary.
Tabs and View
The screen operates with three different tabs:
By Queues: Calls are listed according to the queues agents are in.
By Project: Calls belonging to the same project are grouped and displayed.
By Line: Filtering is done based on the number from which the call was received.
Queue names are located in the left panel. Users can only see the queues they are authorized for. The "All" option allows for monitoring general call traffic.
Live Data Stream
The screen updates live data every 2 seconds. Each call row contains the following information:
Agent: The person who received the call.
Direction: The direction of the call (incoming/outgoing).
Duration: The call duration increases live.
Phone: The number of the caller.
Status: The current status of the call (e.g., On Call).
Project: The project the call belongs to.
Queue: The queue the call has landed in.
IVR: The IVR step the caller went through (if any).
Line: The line number from which the call was received.
Filtering and Authorization
Users can only see the queues and projects they are authorized for.
Since there is no special authorization for lines, all lines can be viewed.
When an agent receives a call, their information becomes visible.
Usage Scenario
The caller is directed to a specific project via IVR.
The call lands in the designated queue.
When the agent receives the call, the system automatically updates the call information.
The duration, agent name, and call status are tracked in real-time.
Notes
Queue visibility is entirely dependent on the agent's authorization.
Filtering can be done separately by project and line.
In systems with a large number of queues, filtering is actively used for load balancing.
The Call Monitoring screen is one of the most critical monitoring points of the system for live operation control.