As an Account Owner or User with granted permissions, there are many tools to help you understand and improve campaign performance.
Review call data within Left Main (TBD)
Call Monitoring (Pro feature)
smrtDialer reporting within smrtPhone
smrtPhone Pro subscribers have access to advanced tools including Call Monitoring.
The Supervisor can monitor the Live Sessions on smrtDialer by going to smrtDialer --> Monitoring.
In the newly opened window, the Supervisor will have a list of live sessions that he can either Listen, Whisper or Barge too.
The Status column indicates the current status of the session. There are 3 statuses:
Idle - The agent is connected to the call session but, he is not making calls
Dialing - The agent is connected to an active call session, making calls
Connected - The agent is engaged in an active conversation
The Listen Feature
By using the Listen Feature, the Supervisor can listen to the agent's conversations without being heard by the persons on the line.
In order to Listen in to a call, you need granted permission and then access the Monitoring area by going to smrtDialer ---> Monitoring. From here you can use the feature by clicking the Listen button near the session that you want to listen to.
The Whisper Feature
By using the Whisper Feature, the Supervisor can talk with the agent without being heard by the other person on the line.
In order to Whisper into a call, you need to have granted permission and then access the Monitoring area by going to smrtDialer ---> Monitoring. From here you can use the feature by clicking the Whisper button near the session that you want to whisper to.
The Barge Feature
The Barge Feature gives the Supervisor the option to join an active session. When joining, a conference call will be created between the supervisor, the agent, and the person on the line.
In order to Barge into a session, you need granular permission on this feature and then access the Monitoring area by going to smrtDialer ---> Monitoring. From here you can use the feature by clicking the Barge button near the session that you want to barge to.
smrtDialer reporting currently lives under the Reports menu in the left navigation.
The fifth and final option under the Reports menu is Dialer Performance.
In this report, you can find the performance for your smrtDialer Campaigns and filter these by Call performance, Calls by Disposition Status, or Calls by Agents.
You can sort each column by clicking the title. This allows you to easily see which campaigns have the most activity.
Here is an example (see the screenshot below) of the Campaign Activity. On the left column you will find the name of the Campaign, and for each one of them, you will have multiple filters, such as Sessions Logged, Total Calls Made, or Total Talk Time.