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Silent Monitoring

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Introducing Silent Monitor

The Silent Monitor feature allows authorized Call Center users to listen to a call in real time without the Agent or the caller being able to hear the listener. You can choose to listen to a single call that you select, or you can track an Agent and listen to all of her calls. Alternatively, you can track calls coming into one or more Campaigns. You can switch between single call monitoring to Agent or Campaign tracking at any time.

With Silent Monitor, you can listen from any telephone, anywhere. You can even listen using a conference line, so your work team can listen to calls together. You can flag calls for further action or review, and see details about the calls you've listened to for any report period.

Key Concepts

Using Silent Monitor will be more intuitive if you understand the following key concepts:

 

Open Line
When you use Silent Monitor, your telephone is "pinned up" to the monitoring server using the Open Line technology. This means your telephone line is held open for the duration of your monitoring session.

 

Connect First
Before you can listen to a call, you must connect to the monitoring server, using the "Connect" button in the Connection Status pane. See the Connecting to the Monitoring Server section below for more details.

 

Listen vs. Track
You have two choices as to how to monitor calls: listening vs. tracking. When you listen to a call, you manually select each call to monitor. Tracking, on the other hand, automatically sends the next call to you after the current call ends (or you leave that call).

 

Tracking an Agent vs Tracking Campaigns
You can track one Agent at a time. You can track one or more Campaigns at a time. However, you cannot simultaneously track an Agent and one or more Campaigns, though you can switch back and forth whenever you want.


 

Accessing Silent Monitor

Silent Monitor is accessible via the Call Center Monitor Menu:

  • Select the Monitor menu
  • Then click Silent Monitor


 

Setting your Preferences

Before you can begin using Silent Monitor to listen to or track calls, you must set your preferences. At a minimum, you must provide a telephone number at which you can be called. The Silent Monitor server will send the call audio to you using this number.

To set your preferences:

 

  1. Click the Preferences tab on the Silent Monitor screen
  2. Complete the Your Phone Number field (be sure to include your area code)
  3. If this phone number is a conference line, enter the access code in the Conference Passcode field.

 

  • You can enter symbols, such as * and #, where needed. If you need to allow extra time for the passcode to be accepted, use a comma (,) to insert a two second pause anywhere in the passcode.

 

The Between Calls Audio field determines what happens while you are waiting for a new call to listen to. When you track an Agent or a Campaign, your phone stays "pinned up," which means the connection to the monitoring server remains open. In between listening to calls, you can choose to hear silence or hold music.

 

Saving Preferences

You may wonder why there are three "Save" options for Preferences.

 

  • Save Changes simply saves the preference settings. The next time you access Silent Monitor, these are the settings that will be used.
  • Save and Connect saves your preferences, then connects you to the Silent Monitor system. If there are active calls matching your Tracked Calls selection criteria, you will be sent a call to monitor.
  • Connect Only uses the preference settings displayed to connect you to the Silent Monitor system. These changes will not be saved until you click one of the other two save options. If you close the Silent Monitor page without saving them, your preference settings will be discarded.


 

The Silent Monitor Screen

 

The Silent Monitor screen is divided into two main areas:

 

  1. The Status Pane
  2. The Actions Pane

 

The Status Pane provides information on your connection and the current call being monitored. The Actions Pane lets you search for and listen to calls. The Actions Pane is further divided into tabs:

 

  • Agents—search for and listen to or track specific Agents. See information about the currently tracked Agent
  • Campaigns—search for and listen to or track specific Campaigns. See information about the currently tracked Campaigns
  • Call Log—view a record of calls you've monitored
  • Preferences—set your telephone number, conference passcode and other options
  • The Status Pane information automatically updates according to the update interval you select. The default interval is every 15 seconds. You can change this interval using the Auto-Update drop down menu. You can manually update at any point by clicking the Update Now link.


 

Connecting to the Monitoring Server

Before you can listen to calls or track an Agent or Campaign, your telephone must be connected to the Silent Monitor server:

 

  1. Click the Preferences tab and fill in your telephone number, as described above
  2. Optionally, set your conference call passcode if monitoring will be a group effort
  3. Connect to the monitoring server using one of these methods:
    • Click Save and Connect to connect now and preserve your preferences
    • Click Connect Only to connect now. You will have to reenter your telephone number the next time you access the Silent Monitor page
    • Click Save Changes. You can then use the "Connect to " link in the Connection Status pane

 

If you've previously saved your telephone number, you can simply click the "Connect to " button in the Connection Status pane.

When you connect to the monitoring server, your telephone will ring. Upon answering, you will hear a welcome message, indicating your connection has been established.


 

Finding Calls to Monitor

To listen to or track a particular Agent, use the Agents tab. To track a particular Campaign, use the Campaigns tab. In either tab, you can browse through the list to find the Agent or Campaign you want to monitor, but if there are many possibilities, it is probably quicker to search.

To find a particular Agent or Campaign, use the search box on the appropriate Actions Pane tab. Like all the other search boxes in Call Center, Silent Monitor searches begin looking for responses as soon as you start typing. You can use normal regular expression syntax to refine your search.

 

 

  • Click on the Filter icon in any column to create an additional filter for your search results.
  • To change the sort order of the list view, click on the sort icon of the column you wish to sort by.

 

You can filter the Agents tab search using the Status drop down menu. The choices here reflect the Agent's activity status. For Campaigns, you can choose to show only those results with currently active calls using the checkbox to the right of the search field.

 

  • If there are too many search results to display without impacting performance, Call Center leaves the list empty and provides a "Show All n Results" link. Click this link or use the search box to limit the results.


 

Listening to Agent Calls

As mentioned in the Key Concepts section above, "listening" to a call means you pick and choose exactly which call to monitor. You do this by locating the Agent whom you wish to monitor, then (assuming they are on a call currently), clicking the "Listen to Call" link in the Actions column.

 

 

  • You must be connected to the monitoring server before you can listen to a call. 

 

Depending on your Call Center's configuration, you may hear an audio tone on your telephone's speaker announcing the start of your listening session.


 

Tracking an Agent

Tracking an Agent means listening to all of that Agent's calls as they come in. You can only track one Agent at a time. To track an Agent:

 

  1. Make sure you are connected to the monitoring server. 
  2. Click the Agents tab
  3. Locate the Agent you want to track, either by browsing or searching. 
  4. Click the "Track Agent" link in the Actions column

 

Several things will now happen:

 

  • Information about the Agent you've selected will appear in the Tracked Agent section of the Actions pane
  • If the Agent you've selected to track is on a call, information about that call will appear in the Current Call section of the Status pane
  • If the Agent is currently on a call, you will hear that call on your telephone
  • If the Agent is not currently on a call, you will hear either hold music or silence, depending on your preference setting

 

 

Ending Agent Tracking

To discontinue tracking an Agent:

 

  1. Click the Agents tab
  2. Click the Stop Tracking Agent button in the Tracked Agent section of the Actions pane

 

 

  • If you are tracking an Agent and then begin tracking a Campaign, tracking of the Agent is discontinued.

 

Tracking a Different Agent

To switch from tracking one Agent to another Agent, simply locate the new Agent you want to track and click the "Track Agent" link in the Actions column.

 

Listening to a Different Agent

You can track one Agent while listening to a different Agent's call. This will not end your tracking session for the first Agent. When the current call ends, you will be automatically connected to the tracked Agent's next call.



 Tracking Campaigns

Tracking a Campaign means you are automatically sent the first available call for that Campaign. Unlike Agent tracking, you can track multiple Campaigns simultaneously. Tracking multiple Campaigns is a "first come, first served" affair: whichever Campaign's call comes in first is the call that gets sent to you.

To track a Campaign:

 

  1. Make sure you are connected to the monitoring server. 
  2. Click the Campaigns tab
  3. Locate the Campaign you want to track, either by browsing or searching. 
  4. Click the "Track Campaign" link in the Actions column
  5. Repeat steps 2 through 4 to track additional Campaigns

 

Several things will now happen:

 

  • Information about each Campaign you've selected will appear in the Tracked Campaigns section of the Actions pane
  • If any of the Campaigns you've selected to track has an active call, information about the first available call will appear in the Current Call section of the Status pane
  • You will hear the current call (if any) on your telephone

 

You can add or remove Campaigns from the Tracked Campaign list at any time.

An alternative way to track a Campaign is to use the Agents tab. If you find an Agent who is taking calls for a Campaign you want to track, click the "Track Campaign" link in that Agent's Actions column. This will add the current call's Campaign to your list of tracked Campaigns.

 

Ending Campaign Tracking

To discontinue tracking a Campaign:

 

  1. Click the Campaigns tab
  2. Click the Remove Campaign link in the Tracked Campaigns section of the Actions pane
  3. To discontinue tracking all Campaigns, click the Remove All link

 

 

  • If you are tracking one or more Campaigns and then begin tracking an Agent, Campaign tracking is discontinued.

 

Listening to an Agent while tracking Campaigns

You can listen to a specific Agent's call while tracking Campaigns. This will not end your Campaign tracking session. Use the Agent's tab to locate the specific Agent you want to listen to, then click the "Listen to Call" link in the Actions column.

 

Creating Campaign Tracker Sets

Silent Monitor lets you create "Tracker Sets." This is useful if you find you track the same Campaigns often. To create a Tracker Set:

 

  1. Click the Campaigns tab
  2. Add one or more Campaigns to your Tracked Campaigns list
  3. Click the Create New button in the Tracker Set controls
  4. A dialog appears, prompting you to enter a name for this Tracker Set
  5. Click the OK button

 

 

To reuse a Tracker Set you created previously:

 

  • Select the set you want to use from the Tracker Sets drop down menu
  • Click the Load button

 

To modify the currently loaded Tracker Set:

 

  • Add or remove Campaigns, as needed
  • Click the Save button

 

To Delete a Tracker Set:

 

  • Select the Tracker Set you wish to delete using the Tracker Sets drop down list
  • Click the Load button
  • Click the Delete button



 Rating a Call

 

You can rate a call's performance using the Star Rating control in the Call Status pane. This pane appears whenever you are monitoring a call. Click on a star symbol to set a rating for this call. Ratings can be reviewed in the Call Log, as well as in the Call Center Report Tool.


 

Conference Monitoring

The phone number you use to monitor calls can be a conference number. Use the Preferences tab to set the number and any access code. Multiple auditors can then call that conference number and listen to the calls sent to that number. Although the Agent call appears to be a normal attendee at that conference, niether the caller nor the Agent will be able to hear the other conference attendees.

 

  • IMPORTANT NOTE: The Conference Monitoring feature should be used whenever the possibility exists for multiple auditors to monitor the same call. This is because the number of audio "legs" available to the Silent Monitor server is limited (currently to a total of six). In a simple call type, two legs are used: one for the Agent, one for the caller. Each Silent Monitor connection requires one leg. Other connection types require additional legs: e.g., IVRs and warm agent transfers each require one leg. If the number of available legs is reduced to zero, the Agent call may be impacted and possibly lost. Therefore, avoid having multiple auditors monitoring the same call unless they use the Conference Monitoring feature.



Using the Call Log

 

The Call Log provides information on the calls you have monitored. By default, you will see the past 24 hours' activity, but you can provide custom date ranges using the "Start" and "End" fields.


Silent Monitor and Report Tool 

Call Center's Report Tool application can be used to create more detailed views of Silent Monitor usage. To include Silent Monitor information in your report:

  • Select the Reports menu, then click Report Tool
  • Silent Monitor fields are part of the "Calls Received" Report Type—this is the Report Type that loads by default. If for any reason you have a different Report Type loaded, select "Calls Received - Group" from the Report Type drop down list
  • Check the Silent Monitor field category
  • The fields available to you will appear in the field lists below
  • Using the Silent Monitor fields in Report Tool allows you to see things you can't see in the Silent Monitor Call Log, such as average and group ratings, in conjunction with all the rest of the fields in the Calls Received Report Tool.

 


Field Descriptions 

This section describes the fields that appear in the Silent Monitor panes. If a field appears in more than one pane, it is only described once.

Table 6-1: Current Call Field Descriptions

Field Name

Description

Notes

Agent

The Agent handling the call.

This is a combination of the User Name and the Agent Name.

 

Campaign

The Campaign associated with this call.

 

 

Elapsed Time

The time since this call began.

 

 

In/Outbound

Was the call inbound or outbound?

Inbound calls originate with the caller. Outbound calls originate from your Call Center.

 

Line Group

The Line Group to which this Agent is currently committed.

Line Groups are represented as a row in the My Schedule page. Line Groups usually represent a type of call.

 

Open Line

Was the call an Open Line call?

Open Line calls are "pinned up;" the Agent's phone connection is left in place until the next call arrives.

 

Program

The Program to which the Campaign belongs.

 

 

Rate this Call

User assigned rating.

Use the star ratings to identify particularly good or bad calls. (You can then see these ratings in the Call Log.)

 

Session ID

The unique identifier for this call.

 

 

Status

The Agent's current activity status.

Choices are:

  • On call—handling a call
  • Idle—available for a call
  • Off line—not signed into the Chat presence server
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