Please Note: This feature is included with HD Premium accounts.
As an administrator, you have the ability to monitor your agents in real time.
Also, as long as you are logged into your Administrator SoftPhone account, you can listen in, barge, and coach your agents!
Our listen in features are unique, they allow you to do things that no other dialer will allow you to do.
1) While listening in, if you press (1) you can speak to the client and the agent can not hear you.
2) While listening in, if you press (2) you can speak to the agent and the client can not hear you.
3) While listening in, if you press (3) you can speak to both the agent and the client and take over the call.
To begin, click on the "Agent Monitor" tab.
From here, you can see, on the left side of the screen all of the numbers that the dialer is calling.
The statuses that you will see are Dialing, Ringing, Hanging up and Talking. They all speak for themselves.
On the main part of the screen, you can see what agents are logged in.
The statuses that you will see are Unknown, which means that they are not logged in.
Waiting, which means that the agent is logged in, but is waiting to talk to an agent.
Talking, which means that they are talking to a customer.
Idle, which means that they have just finished talking to a customer, but they are dis-positioning the call.
Finally, Disconnected, which means that the agent is logged into the dialer on the browser, but their phone connection is not connected.
This tab also tells you how long the call is, how long the agent has been waiting and how long the agent has not been ready.
If you would like to listen in on the calls, you must first have an X-Lite Soft Phone installed on your computer and configured to your Administrator Soft Phone settings.
If you are having trouble configuring your X-Lite, please call our support team at 702-660-6835 ext 2 for assistance.
Once your X-Lite is configured, you should be ready to listen in on your agents.
Be sure to log out of the dialer and back in, since the dialer is a flash dialer, it will need to load the settings up log in.
Now that you have logged in and your X-Lite is connected, click on the Admin Tab. If you see any of your agents "Talking" there should now be a 'talk bubble' next to them.
Once you Double Click on an agent that is Talking to a client, your X-Lite phone will ring, (The agent and the client will NOT be able to hear this at all) and you will see a pop up on the lower right hand corner of your screen, prompting you to answer your X-Lite phone.
Once you answer your X-Lite phone, you will be able to hear the conversation that your agent is on.
To hear another agent, simply Double Click on that agents talk bubble.
The ability to listen in on your agents is not only for Hosted Dialer clients that are local, this feature also works for agents that are working from home and for agents that are anywhere in the world.
This feature also works if you, the administrator are not at the office and need to listen in on your agents from somewhere outside of the office, as long as you have an internet connection and X-Lite installed on your computer.