This module displays the stats related to the calling activities. It provides the admin
with details of the calls. The admin can filter out the call stats as per need with the
Call Stats Filter. The available Status for selection are:
i) Active- active calls
ii) Queued- calls received, picked but not attended are lined up in the queue
iii)IVR- Inbound and outbound calls which are on the IVR
iv) held- calls on hold
Then, call direction can be chosen from the option:
i) inbound- calls incoming to the organization
ii)outbound- calls outgoing from the organization
iii) internal- calls made within the organization
The filtered list with details like agent name, direction, the status of the call, callee
number (who are listening to the call), and caller number is displayed. The admin
also gets the “Barge Call” option with all the bridged calls. This feature allows the
admin to drop in on calls between the customer and the agent. Once you select the
barge call option, a pop appears with the following options:
Silent Call Barging- Here, the admin can listen in on an ongoing call without
being detected by the other parties(the agent and the caller) on the call. The
admin can silently listen to the conversation but cannot participate in it. This
proves to be useful for training and monitoring purposes.
- Partial Call Barging- In this, the admin can join an ongoing call and speak
with the agent without the other party being able to hear them. This helps insituations where the supervisor needs to speak privately to an agent who is
on call. - Full Call Barging- With this, the admin can join an ongoing call and speak
with both parties on the call essentially creating a conference call. This can
come in handy in situations where the supervisor needs to intervene in a call
to provide assistance or resolve disputes. - Hang up – To hang up the call.
