Getting Started with Real-Time Call Monitoring
Follow the steps below to access the real-time report in your eDialer admin dashboard and begin monitoring your agents’ calls as they happen.
- Log in to your eDialer admin dashboard.
- Go to Reports and select Real-Time Report.
-
Click the Real-Time Report submenu.
This is the best page to use when you want to monitor your agents in real time.
-
Set the refresh rate to 4 seconds.
This is especially important if you have multiple campaigns set up.
-
Choose the specific campaign you want to monitor from the drop-down menu.
Use the data displayed here to review your agents’ call flow.
Note: If you are using the Manual dial method, Leads in Hopper will always display as zero.
-
Review the agent table at the bottom of the page.
This table shows all users currently logged in to eDialer’s agent interface.
-
Check each agent’s details.
The table displays each agent’s current phone extension, user ID, name, status, and the length of time (in minutes and seconds) they have been in their current disposition.
-
Review campaign and call data.
You can also see the campaign ID the agent is logged into, the number of calls connected to the agent, and hold and in-group data.
-
Choose a listening mode to monitor an agent’s live call.
Three options are available — see the breakdown below.
-
To use Monitor mode, click the Monitor button at the top right.
A new drop-down field will appear listing the agents currently logged in to the phone system. Select the agent you want to listen to.
Note: You must have your headset plugged in before initiating a monitor session. The admin user also needs an active webphone in the browser to listen to calls.
- To stop monitoring, click the same button once.
Call Listening Modes
When monitoring an agent’s live call, you can choose from three listening modes depending on your needs:
Monitor
You can hear both the agent and the lead, but neither party can hear you. Ideal for silent quality assurance.
Barge
Functions like a three-way call — all parties (you, the agent, and the lead) can hear each other. Use this to join a call directly.
Whisper
Designed for live coaching. The agent can hear you, but the lead cannot. Perfect for guiding agents without interrupting the customer experience.
Need Help with Your Call Center Setup?
eTollFree provides fully hosted VICIdial call-center solutions, toll-free numbers, and VoIP services for businesses across the US and Canada. Our team is here to help you get the most out of your system.