Online monitoring

This is a real-time display of calls

In calls - data on the queue of incoming calls;

When logging in - the number of incoming calls in which dialing has not yet started. For example, the subscriber is listening to an information message or selecting a necessary menu item

Talking - the number of incoming calls, in which a successful connection between a subscriber and an employee (conversation) has taken place and is still in progress. Also here are the customers who are already being served by the employee, but may be on hold while the employee is talking to another employee.

Waiting for answer - the number of incoming calls, in which the dialing to the employee has started, but the successful connection has not taken place yet. In the lower panel you can see to which employees the call is currently directed.

Average Waiting Time -an average of the time elapsed between the start of a call to employees and the start of the conversation. The indicator is calculated based on the data for the current day.

Success calls - number of received incoming calls for the current day.

Lost calls - Number of completed incoming calls in which the connection between the subscriber and the employee failed, minus the processed unique missed calls. A processed lost call is a successful connection of an employee with a subscriber from whom there were missed calls in the past. The indicator is calculated based on the data for the current day.

Time in status - the time in status shown on the left.

And if you want to see the status of all employees (how many employees were in what status), it is better to look at the "Employee workload" report. 

With CallGear you can transfer the call to another employee while the customer is on the line.

Desktop/Web application

Transfer to an application/IP-phone

1) While having a conversation, click on Transfer button.

2) Select the employee from the list.

• Only employees with assigned Internal Extension number are reflected in the list.

• Pay attention to the employee status shown next to their name in the list before transferring the call.

3) The client will be put on hold and you will start hearing the beeps. Wait until your colleague picks up and hang up the phone. After you drop the call, the customer and your colleague will be connected.

• If your colleague doesn't pick up the call within 20-50 seconds, click on # on the dialpad to return to the customer. If you wait on the line for 60 seconds and longer, the call will be dropped automatically and the customer will get disconnected.

Transfer to an external number

1) While having a conversation, click on # and dial the external number you want to make the transfer to in an international format (starting with the country code).

2) Wait until your colleague picks up and drop the call. The customer and your colleague will be connected right after that.

• If your colleague doesn't pick up the call, click on # on the dialpad to return to the customer.