Monitor Dashboard
What is The Purpose Of Monitoring Dashboard?
- Monitoring Dashboard refers to user interface that acts as a central hub for viewing call-related data and other important information. With the Monitoring Dashboard, you can keep track of recent call activity, watch live calls, and improve your communication setup.
- You can also use features like Listening, Whispering, and Barging to take your business communications to the next level.
Explore VoIP Business Dashboard!
How to Access Monitor Dashboard?
To access the Monitor Dashboard feature, please follow these steps:
- Log into your account.
- Simply click on the left sidebar 'Monitor Dashboard' to gain access to the Dashboard.
What Does “Listening” Refer To On The Monitor Dashboard?
- Listening on the Monitor Dashboard lets authorised people, like supervisors or managers, listen to live phone conversations over the VoIP system.
- It is done quietly, so the agents or employees on the call, and the customers they are talking to, don’t know they’re being monitored.
How Can One Monitor Live Calls?
Our communication dashboard allows you to listen to live conversations between customers and agents in real time. Here is what you need to do to monitor a live call:
- Go to the Dashboard. If there’s a live call, you’ll see an option for call monitoring.
- Click on Listen, and three options will appear.
- Choose the Listen option for live calls, and you are all set!
Now you can listen to any live call you want.
What Does “Call Whisper” Refer To?
- Call Whisper allows supervisors to give quiet advice to agents during calls without the customer knowing. It helps improve customer service by offering real-time coaching to agents, ensuring a smooth experience for the customer.
This Feature Proves Beneficial In Several Ways:
- Facilitating the training of new call agents.
- Assisting call agents in high-pressure situations.
- Strengthening the communication skills of call agents.
- Empowering you to enhance customer satisfaction.
- When executed effectively, Call Whisper aids call agents in gaining expertise and ultimately elevates customer satisfaction.
Follow These Steps to Use Call Whisper:
- In the Dashboard, if there’s a live call, click on the Listen option.
- Three options will appear, click on Whisper to help your agents solve customer problems.
How Can You Monitor The Status Of Your Users?
- With our communication dashboard, you can monitor the real-time status of your users.
- This feature lets you know whether a user is available, occupied, offline, or in a “do not disturb” mode.
You will see a list of users with a small dot next to each name that shows their current status:
- Green signifies availability.
- Red indicates “do not disturb”.
- Orange denotes busy.
- White signifies offline.
Now you know how to check users’ status and monitor call activity.
What Does “Call Barging” Refer To?
- Call Barging lets you join an ongoing call and take part in the conversation. When you barge into a call, both the customer and the agent can hear you.
Advantages of call barging include:
- Improving customer service.
- Providing training opportunities for your team to handle complex situations.
How Can Users UseThe “Barge” Feature During Calls?
Users can enter a call and directly interact with customers to assist agents in handling complex situations.
To employ the “Barge” option, follow the steps outlined below:
When there is a live call the option go to monitor dashboard, click on listen three options will appear, locate the option of ‘barge’ ➔ choose the “Barge” option.