125CallPilot 100/150 Basic Call Center Telephone Administration GuideChapter 10Monitoring call activityThere are two ways that you and supervisors can monitor call activity at your call center.You can monitor call activity by viewing memory buttons that you program with≤·‚·(Display Waiting Calls, Skillset Status) and ≤·‚fi ( Monitor Agents). Formore information on this monitoring skillset status, refer to “Primary and Secondary alert times”on page 20. For more information on monitoring agents, refer to the Call Center Supervisor Guide.You can also use ≤·‚· to monitor the real-time status of call activity. As your call centerreceives calls, you can use ≤·‚· to view for each skillset:• the display waiting calls status (enabled or disabled)• the number of agents logged on• the number of calls waiting• the longest time a call has been waitingDisplay Waiting Calls lets you know when a skillset in your call center gets very busy. You can askqualified agents to log on to the busy skillset.Note: If you want to monitor agents, ask them not to:• use Call Forward on Busy• use Do Not Disturb• make conference calls while they are logged onto Call CenterYou cannot monitor agents who are using any of these features.Note: If you have the Call Center Reporting option enabled, you can monitor and recordcall activity from a computer that is running Call Center Reporting. You need a softwareauthorization code to use Call Center Reporting. Contact your vendor if you areinterested in purchasing or trialing Call Center Reporting.
