The Coaching screen gives you several ways to monitor live calls; 

• The ability to listen in on live calls silently. 
• Listen in on calls and talk to the agent without the customer hearing.
• The ability to take over the call entirely.

You also have the ability to monitor webchat and email interactions (v4.2.3 onwards).

Select the images for a more detailed view.

Fig 1. To access the page, head to QUALITY > COACHING

Settings

There are 2 selectable options at the top left of the page (Under the Admin menu).

Filter option – Clicking this icon opens the filters that you can apply to the page.  You can select Campaigns, Lists, Teams and Users to be displayed on the page.  Selecting users won’t change the list of users shown in the CTU list area but will change the stats shown in all other areas.

Clear All Filters -  Clicking this icon clears all the filters that have been applied to the page, setting the ‘filter selection’ box to All Campaigns, All Lists, All Teams, All Users.

The Coaching screen

Fig 2. To access the page, head to QUALITY > COACHING

CTU List

Once a filter has been applied, it will return a list of agents matching the criteria applied in the filter. Clicking on an agent in the list will then populate the right of the screen with the information corresponding to that agent.

Stats Widgets - Live stats widgets for the agent selected which can be modified 

These Live stat widgets will change to correspond to the Agent selected in the CTU List. These can be modified to show different stats (In the same way as dashboards/wallboards) by clicking the setting/cog icon in the top right of the page. Once selected, the icon will change to a save icon.

Current Call – Information on the current call the agent is in.

This section of the page shows the current call the selected agent is in.  It displays the Call ID number, the phone number, the call duration, the campaign the agent is in, the list the agent/campaign is using and the current result code. 

The yellow edit icon enables the user to add a note to the call.

Last 10 Calls – Information on the last 10 calls the agent has had. This tale includes the disconnector of the call and a shortcut to the call recording. 

The yellow edit icon enables the user to add a note to the call here too.

Result Codes – Information on the results codes used in that Agents campaign.

The lower section contains a sum of the result codes the agent has used today. It also gives the campaign average and the team average. This can be used to analyse trends and spot if the agent is doing something outside of the norm.

Exceptions – Information on the call exceptions the Agent has had.

Every call outcome can be configured with expected handle times, including upper and lower thresholds. If configured correctly, agents should generate few exceptions. Again, as part of trend analysis, you can look for those agents who are generating more exceptions than the rest of their peers, along with the time difference for each exception.

Coaching and Monitoring – Enables you to coach or monitor an agent on calls or interactions.

To connect to calls, you will need to use either Web RTC (by ticking the option), your soft-phone extension or your DDI number (by unticking WebRTC). 

If you wish to use a DDI or mobile phone, you may need our support team to set that option up for you. Email help@maxcontact.com or call 0330 159 6565 for more information.

If a user is on an interaction, you will see a monitor interactions button only.

Fig 3. Once a calling agent is selected, you can connect via WebRTC or the extension box.

Fig 4. Once an interacting agent is selected, you can connect via the monitor interactions button.

Coaching and monitoring calls

Clicking connect will bring up a selection of icons that will apply to the specific agent selected. If you are using the WebRTC option, you will see a new browser window open connecting you for audio. This is the same process as when agents log into campaigns.

Fig 5. The WebRTC browser tab should read 'ready to take calls' when you are connected for audio.

Fig 6. Once you return to the coaching page, you will see some new orange buttons on the right hand side.

Coach - When selecting this option you will be able to speak to the agent.  The customer will not be able to hear you however. The agent doesn’t need to be on a call to listen in either. In this way you’re able to coach an agent off a call or in-between calls.

Monitor - This is a silent monitoring option. Neither the agent or any clients the agent speaks to will be able to hear anything you’re saying, allowing you to monitor the agents live.

Barge - Selecting this option will allow you to join in the conversation with both the agent and the customer on the call.

Barge-Kick - The barge-kick will remove the agent from the call and allow you to speak to the client, at which point, you will be put into the Web Agent and will be able to see the script (if being used) and disposition the call as an agent would.

Add Agent Note - Clicking on this icon will bring up the QA Note dialog box where a note can be added to the agent (This will not add a note to the call recording).  

Disconnect - Clicking here will disconnect you from the agent, allowing you to select another agent for example.

Monitor interactions

The page itself has a button on the right hand side called monitor interactions that will appear when you select an agent from the list on the left-hand side of the screen (See Fig 4).

This will only appear on agents that are in an interaction campaign.

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Upon selecting the Monitor Interactions button, a new tab will be opened displaying the interactions the agent has on the right hand side of the screen. Selecting an interaction will display the conversation in the main area of the screen.

For more on this feature, see this guide.