StringeeX
StringeeXContact UsIntegration
English
English
  • I. Introduction
    • 1. Register a new account
    • 2. Log in - Log out
    • 3. Change user information
    • 4. Making outbound calls
    • 5. Receive inbound calls
    • 6. Actions in the call
    • 7. Account Status
  • II. System Features
    • 1. Dashboard
      • 1.1. Inbound calls
      • 1.2. Outbound calls
      • 1.3. Chats
      • 1.4. Tickets
      • 1.5. Campaign
    • 2. Company
      • 2.1. Company management
      • 2.2. Company details
      • 2.3. Create a company filter
    • 3. Contact
      • 3.1. Contact management
      • 3.2. Contact details
      • 3.3. Create contact filter
    • 4. Ticket
      • 4.1. Ticket management
      • 4.2. Ticket details
      • 4.3. Advanced filter for tickets
    • 5. Advanced filter
    • 6. Reports
      • 6.1 Statistical reports
        • 6.1.1 Call
          • Call reports
          • Call history reports
          • Report on call center performance by time
          • ACD(Automatic Call Distributor) performace
          • History of call distribution to agent
        • 6.1.2 Chat
          • Chat statistics
          • Chat history
          • Agent's chat performance
        • 6.1.3 Agent
          • Agent activity report
          • Agent performance
          • Agent status change history
          • Agent status report
          • Report agent by ticket fields
        • 6.1.4 Ticket
          • Ticket report
          • Deleted ticket report
          • Report of ticket by drop-down field
        • 6.1.5 SMS
          • SMS report
          • SMS history report
        • 6.1.6 SLA
        • 6.1.7 Outbound call campaign
          • Customer report
          • Call report
        • 6.1.8 Email campaign
          • Email campaign report
          • Survey summary report
        • 6.1.9 eKYC
      • 6.2 Real-time monitoring
        • 6.2.1 Call monitoring
        • 6.2.2 Chat monitoring
        • 6.2.3 Agent monitoring
        • 6.2.4 Queue monitoring
    • 7. Chat
      • 7.1. Chat details
      • 7.2. Chat notes
    • 8. Knowledge base
    • 9. Settings
      • 9.1 Service management (Customer service)
        • 9.1.1 Details
        • 9.1.2 Role & Permission
        • 9.1.3 Personnel list
        • 9.1.4 Configure receiving channels
          • Channels
            • Queue
            • IVR Tree
            • Hotline numbers
            • Routing
            • Greeting message file
            • Blacklist numbers
            • Call settings
            • SIP account
          • Internet calls
          • Email
          • Live chat
          • General configuration
          • Facebook
          • Zalo
        • 9.1.5 Ticket configuration
          • Ticket field configuration
          • Marco
      • 9.2 HR & Team management
        • 9.2.1 Personnel
          • Agent list management
          • Set up personnel information
        • 9.2.2 Group
          • Group list management
          • Create a group
      • 9.3 Field configuration
        • 9.3.1 Contact field
        • 9.3.2 Company field
        • 9.3.3 Contact data entry field
        • 9.3.4 Ticket field
      • 9.4 Trigger configuration
        • 9.4.1 Trigger introduction
        • 9.4.2 Trigger list management
        • 9.4.3 Create a new trigger
      • 9.5 SLA & Automation Configuration
        • 9.5.1 Definition of SLA - Automation
        • 9.5.2 List Management
        • 9.5.3 Create new SLA/ Automation
      • 9.6 Other configurations
        • 9.6.1 Custom status
        • 9.6.2 IPs Configuration
        • 9.6.3. Display permission
        • 9.6.4 Portal configuration
          • Time zone & Language
          • Login Method
        • 9.6.5 Working time
      • 9.7 Campaign management
        • 9.7.1 Outbound call campaign
          • Types of campaigns
          • Setup a campaign
          • Steps to participate in a campaign
          • Campaigns
          • Customers
          • Agents
          • Survey template
          • Survey answers
          • Customer warehouse
        • 9.7.2 SMS Campaign
          • Campaigns
          • Customers
          • Campaign history
        • 9.7.3 Email campaign
          • Campaigns
          • Customers
          • Survey template
          • Email template
          • Sendgrid account list
          • Survey answers
          • Do-not-send email list
      • 9.8 Integration
      • 9.9 Knowledge base
      • 9.10 Payment
        • 9.10.1 Topup
        • 9.10.2 Plans
        • 9.10.3 Payment history
      • 9.11 Stringee connection
  • III. Mobile app
    • IOS APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Setting
      • 7. Set up call notifications on the phone app
    • Android APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Settings
      • 7. Set up call notifications on the phone app
  • IV. Frequently asked questions
    • 1. Forget a password
    • 2. Change a language
    • 3. Permissions for devices (headset/microphone)
    • 4. Setting the method of call distribution for agents
    • 5. Convert contacts from one account to another completely
    • 6. Note when uploading contacts via excel file
    • 7. Delete contacts in bulk
    • 8. Merge duplicate contacts
    • 9. Check a current balance of a portal
    • 10. Manage app notifications
    • 11. Clear browser cache
    • 12. Configure IP Phone connection with Stringee contact center
    • 13. Common errors when making calls
    • 14. Log in and report Captcha Invalid error
    • 15. How to create multiple business hours
    • 16. File formats supported on StringeeX
    • 17. Instructions for getting call code (call ID)
    • 18. Using Google and Microsoft Accounts for Registration, Login, and Account Linking
    • 19. Two-factor authentication
    • 20. Incoming calls have popup but no ringtone
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On this page
  • Call monitoring report
  • (1) Information details
  • (2) Information of real-time call monitoring
  • (3) Action
  1. II. System Features
  2. 6. Reports
  3. 6.2 Real-time monitoring

6.2.1 Call monitoring

When authorized as Admin or Supervisor, users will add a call monitoring feature, which can monitor real-time all calls taking place on the system and interact with calls.

Previous6.2 Real-time monitoringNext6.2.2 Chat monitoring

Call monitoring report

(1) Information details

  • Queue: filter monitoring by queue name

(2) Information of real-time call monitoring

  • Call ID: identifier of the call on the system

  • Customer number: phone number of the customer in the call

  • Hotline: hotline number in the call

  • Queue: name of the queue the call is distributed to

  • Call status:

    • Calling: the inbound call was not met the agent (maybe the call is in IVR, or has been queued but not yet reached agent, or is distributing agent but agent has not picked up the phone)

    • Ringing: call ringing status

    • Answered: the call is picked up and conversation is keep going

  • Time status:

    • For inbound calls: is the time the customer waits in the queue if the call has entered the queue and has not yet met the agent; is the time when the two sides talk if the agent is already answering the phone

    • For outbound calls: is the time when the two parties talk to each other if the customer has answered the phone

  • Final receiving agent:

    • For inbound calls: the agent is talking or the call is coming in, but the agent has not picked up the phone

    • For outbound calls: is the agent making the call

  • Answer time: the time the agent receives the call

  • Start time: the time the call begins to be connected to the contact center

  • Call type:

    • Call in: direction of calls from customers to the contact center

    • Call out: call direction from hotline - agent to customer

  • Campaign: the call's campaign name (this is only available for calls within the campaign)

(3) Action

  • "Take over" the call reception permission of an agent: This feature supports the supervisor in urgent cases that need to "take over" the right to answer. At this time, the agent will be disconnected, while the supervisor agent will have an incoming call to talk with the customer.

  • "Eavesdropping" on calls of an agent: provides supervisors with a tool to randomly evaluate call quality. When using this feature, the supervisor will have an inbound call. When listening to the call between the agent and the customer, people on the call will not know the presence of the supervisor (the supervisor can hear only and can not to speak on the call)

  • Transfer a call from a listening agent to another agent: During monitoring, if the manager realizes that a customer is on a call that needs to be served by another agent, the agent is on another call, the manager can actively transfer the call without the permission of the talking agent. At this point, the current agent is disconnected from the call and the call goes to the transferred agent.

  • Participate in an agent's call: With this action, the manager can actively participate in an ongoing call of any agent. The call will then become a tripartite call between Supervisor, agent and customer. In this case the supervisor participating in the conversation can simultaneously listen and talk during the call.

  • Disconnect call of an agent: The operation of disconnecting the call. If necessary, the manager can interrupt a call that an agent is making. After that, both the agent and the customer are disconnected from the call