Call Monitoring 

RingByName offers business owners and managers the ability to monitor and generate reports to measure the efficiency of calls handled by departments within their organization. 

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What is Call Monitoring?

Who can access Call Monitoring?
How do I access Call Monitoring?
What information is displayed in the on-demand report?
Live Call Monitoring
Why don't some of my departments appear in the drop-down?

What is Call Monitoring?

Call monitoring is a Contact Center feature which allows managers to keep an eye on the volume of inbound and outbound calls within a department and audit the performance of call representatives, to maintain quality/span> standards, or to assess the staffing levels of a particular department or ring group.

Who can access It?

Access to Call Monitoring reports, as well as the ability to launch live monitoring screens, is restricted to department managers and to system administrators. Within the web application, click on your name located in the top-right corner of the screen and click on "System Administration" in the drop-down menu.

If this option is not visible, you do not have manager permissions or are not a system administrator. For access, please contact your system administrator or RingByName Technical Support. 

How do I access Call Monitoring?

Within the web application, click on your name located in the top-right corner of the screen and click on "System Administration" in the drop-down menu.o:p>

Click on the Monitoring icon located along the top navigation area.

To generate an on-demand report, select the desired date range, the desired department, and click on search.

What information is displayed in the on-demand report?

The on-demand report generates information for the selected department during the timeframe selected. It displays information about the number of calls and how they were handled, providing managers of contact centers and sales organizations a snapshot of the effectiveness of their teams. This information can be used to measure the effectiveness of their teams, gauge staffing levels, or the configuration of their call routing schemes.

The information is displayed in two sections, a graphics section displaying key information, and a table with performance metrics for individuals in the department. You can search for data ranges up to a full 90 days at a time.

 ·        Total Inbound Calls: The total number of calls received by the selected department during the time period selected from external contacts regardless of whether they were answered or unanswered. Voicemails and Callback requests are not included, they are logged as missed calls.

·        Total Outbound Calls: The total number of external outbound calls made by members of the selected department during the time period selected who have flagged their outgoing calls with this department regardless of whether they were answered or unanswered. Users can have outbound calls flagged to a particular department in the 'Ringbyname Setup' > Users section > "Outbound Department"

·        Rollover Calls: The percentage and total of calls received by the department that were sent to its roll-over destination.

·        Abandon Rate: The percentage of calls where no agent rang at all for the call to a department or queue. Note: For FIFO Queue Calls, clients can hear ringing and still contribute to this rate if agents did not ring for their calls

·        Missed Rate: The percentage of calls where the caller hung up while ringing agents in the department or went to voicemail/callback.

·        Max Ring Time: Within all of the total inbound department's calls, the single longest ring time someone waited before a call was answered within the time frame.

·        Handled/Unreturned Calls: The total number of calls that were returned / total number of calls that were not answered. This report generates a list of of these calls for follow-up and tracking. Any unhandled call is automatically marked handled if anyone talks to the same contact within 24 hours of the missed call. After 24 hours it must be marked handled using the unreturned call report options. Any department in a rollover(s) will have an opportunity to return the unreturned call and will mark it handled for all other departments.

Rollover Rules: If a rollover exists from Department A to Department B, Department A will only get an unreturned call if the caller hangs up while ringing Department A. Department B gets any missed call that rolls over since it will either be missed during Department B ringing or reach Department B voicemail box.

Multiple Day rules: Since a call missed on Monday can be returned on Tuesday, it's statistically possible to have more Handled calls than Unreturned calls.
More information is available here.

·        Top 10 Users/ Extensions with Major Time to Answer: the top ten extensions in the department with the longest ring time until answer in the specified time frame for the department.

·        Top 10 Users/ Extensions with Lowest Total Talk Time: the top ten extensions in the department with the lowest amount of talk time in the specified time period for the department.

The table displayed just below the graphics section displays individual metrics for each user/ extension in the department (other department calls, internal/direct calls are not included). These metrics can be downloaded as a spreadsheet by clicking on the CSV button located at the top right corner of the table.

·        Agent with Extension: The agent's name and extension

·        Answered Calls: Total inbound calls answered by the user.

·        Outbound Calls: Total outbound calls made by user. Only outbound external flagged with the department are logged. Both answered and missed outbound.   

·        Total Calls: The total of Answered Calls and Outbound Calls.

·        Total Talk Time: The total time user spent on total calls. This includes ring time for outbound calls.

·        Avg. Time per Call: Total talk time divided by total number of calls.

·        Avg. Time to Answer: Average time the user took to answer inbound calls. Specifically the average amount of time the user was ringing for inbound calls. 

Live Call Monitoring

To open a live call monitoring screen in a new detachable browser tab, click on the Expand Screen button located at the top right just above the search button. Unlike the on-demand report, the live call monitor view will update in real-time for the selected department.

IIn the new tab, click on the drop-down window to select a department, then click on the search button to launch a live monitoring session.

Why don't some of my departments appear in the drop-down?

The call monitoring system will only display departments which do not have call queuing enabled.