Monitoring Calls
Use the Call App to monitor calls in Engagement Cloud.
Prerequisites
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Ensure the user has:
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Permissions to use the Contact Center and Analytics Studio (CCAS).
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Group Supervisor or Manager role.
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Ensure the user is logged in to the CCAS.
TIP: Open the CCAS while following this how-to guide.
Steps
1. Open the Call app
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Click the app icon (
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in the bottom left corner of the CCAS desktop. -
Scroll down until you see the Contact Center section.
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Select Call to open the Call app.
2. Monitor calls
In the Performance tab, you can monitor operators’ status and session duration, including how long operators have been logged in and how long they remain on calls. You can also view the number of sales and RGUs each operator has generated.
Reference: Call App Reference
3. Monitor call center activity
In the Call Center Activity tab, you can monitor operators’ activity through the graph. You can select the period to analyze, from today to the last 7 days. You can also define custom periods.
In the graph, you can see the number of active operators for each hour
in a day (orange) and the number of calls handled (pink). Note that
between 10:00 and 12:00, the number of calls is higher than the
number of active operators, indicating that some calls were queued
during that period.
Between 13:00 and 16:00, some operators were on pause.