Calls: connected, queued, completed

The Calls tab allows for a real-time view of queued, connected, and completed calls. Admins and Managers can view detailed information, listen in on live calls, and view real-time call stats.

Users with the Manager role will have restricted access to only agents on their assigned teams.

Connected calls

This dashboard displays all interactions in progress.

1. Click Calls > Connectedto show calls in progress.

2. Searchfor agents or queues connected calls by typing in agent name, queue name, or call ID.

3. Click Customize Columnsto reorganizing/excluding columns from the page.

Data Columns:Lists an overview of connected call information.

Actions

Allows for monitoring a live call or viewing call details.

1. See Call Details: Shows data columns (#4) in quick view mode as well as history of any transfers this session has had.

2. Monitor: Allows for listening to call in real-time. The caller and Agent will not know the call is being monitored.

3. Barge:Join the call. The Agent and the caller will hear you on the call.

4. End: Allows for ending the call. This can also be used when a call is stuck .

Queued calls

This Monitoring Page shows the scheduled calls / queued calls.

1. Go to Calls > Queued

The following options are available:

Search: Search for queued calls by agent or queue name.

Customize Columns: Reorganize order of data columns.

The Following Data Columns will appear.

Data Columns: Lists an overview of queued call information.

Queue-in/Schedule: Time call came into the queue or is scheduled for.

Assigned Agent: The agent who picked up the call or has been assigned a scheduled call. For non-scheduled calls, this will show momentarily before the call moves to Calls> Connected.

Actions: Viewcall details and Enda call.

CALL ID: the call id issued to the call.

Wait: Duration of in-queue time.

Type: The type of call. See Interaction Call Types in the Data. Dictionary.

Queue: The Queue menu selected by a caller.

Completed calls

• Calls > Completed:Shows history of prior calls.

• Search:Search for call history by agent, queue name, or call ID.

• Customize Columns:Reorganize the order of data columns.

Data Columns:Lists an overview of call history information.

Start time: Time call began.

Assigned Agent: Agent last assigned to call, so if the call was transferred, the last agent to talk to the caller will be listed here.

Actions: View call details.

CALL ID: CCAI Platform ID number of call.

CSAT: Customer rating from Mobile or Web SDK.

Handle Time: Call time + hold time.

Wait: Length of time spent in queue before reaching an agent.

Type: Call type (Mobile, IVR, IVR Callback, Outgoing, Incoming, Scheduled, Voicemail).

Queue: Queue menu selected by a customer.

Queue Priority: The queue priority routing order. Possible values range from 1-8.

Answered By: that it was originally attended by : Human Agent or Virtual Agent.

Recording Permission: Identifies whether a consumer opts in or out of the call recording or whether they were asked for consent. Values: Granted, Denied, or Not Asked.

Granted: The consumer opted into having the call recorded.

Denied: The consumer opted out of having the call recorded.

Not Asked: The consumer was not asked if they consented to being recorded.

Status: Status of call (finished, abandoned, failed).

Language: The language selected by the consumer.

Verified: Device owner verified via SmartAction.

Transferred: Shows if a customer was transferred to other agent/menu.

Queue-In Time: the time the consumer entered the queue, after menu selection.

End Time: the time call ended.

Support Phone Number: the specific support number the caller dialed.

Payment Statuses: Shows if payment was successful or failed (Credit Card Over IVR Setup).

Deflection: Shows if the customer was deflected and to which channel.

Data Columns: Lists an overview of queued call information.

Queue-in/Schedule: Time call came into the queue or is scheduled for.

Assigned Agent: The agent who picked up the call or has been assigned a scheduled call. For non-scheduled calls, this will show momentarily before the call moves to Calls> Connected.

Actions: View call details.

CALL ID: CCAI Platform ID number of call.

Wait: Duration of in-queue time.

Type: Call type (Mobile, IVR, IVR Callback, Outgoing, Incoming, Scheduled).

Queue: Queue menu selected by a caller.