Call Monitoring Call Center capabilities - LIVE Call Tracking

  • 0
  • 3
  • Idea
  • Updated 5 years ago
  • (Edited)

This conversation has been merged. Please reference the main conversation: RingCentral Contact Center

Call Monitoring for selected Extensions - Call Center capabilities - LIVE Call Tracking (without having to refresh your browser)

Our Sales managers
at one of our clients would like to be able to see, in real time at any moment, the telephone status
of their sales reps, i.e. whether they're currently on the phone, how long
they've been on a currently active call, are they on a conference call, call recording capabilites, are there people in the Queue or people on hold etc. Full Call managability (for all or selected extensions)

A work around in the mean time is you can add an automatic refresh time into the "Call Log" page on the admin page perhaps for 5 secs so at the very least we can monitor what calls are in progress and who they are on the phone with without having to refresh.. I would just push the "Call Log"  page into a "desktop" or "manager" applicaiton and call it a day and adjust as necessary.

I think this is a critical functionality that is necessary for Ring Central to have to bring in and maintain any large client moving forward as QA and making sure staff and customers are working and satisfied.

Thank you,
Keaton Gross
Client Manager = Technology Solutions:.
Photo of Keaton Gross

Keaton Gross

  • 140 Points 100 badge 2x thumb
  • unsure about the capabilities

Posted 5 years ago

  • 0
  • 3
Photo of Kim

Kim, Alum

  • 43,914 Points 20k badge 2x thumb

I know I spoke with you on the phone today regarding this.  Thank you for your post.  I did like it and recommend others like it as well!  Check these out in the mean time... 
A helpful article for now..Call Monitoring - article is current and was created on 4/23/2015 
Also see "Please add a Call Barge & Call Monitoring feature" post. That has other topics related to yours, I believe. 

Photo of Keaton Gross

Keaton Gross

  • 140 Points 100 badge 2x thumb
Hello Kim,

Thank you for the additional information.  The call barge/monitoring feature is nice but active call tracking is what is very important to us.  Hopefully we can get the ball rolling on this and get it implemented. Thank you,


This conversation is no longer open for comments or replies.