CallTools Manager Overview

1. Manager Login Overview

Upon logging in with a manager license, users are directed to the Call Center & Campaign screen. This serves as the main hub for real-time monitoring and control.

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2. Campaign Dashboard (Real-Time)

Location: Contact Center > Campaigns

• Channels Per Agent: Adjusts dialing speed based on agent availability.

• Average Wait Time: Tracks how long agents wait between live calls.

• Call Summary:

  • Total calls

  • Human connections

  • Answering machines

  • Calls served vs. abandoned

• Call Dispositions:

  • No Answer, Busy, Failed

  • Duration buckets: <1 min, <2 min, >3 min, >5 min

• Agent Metrics:

  • Logged-in agents

  • Status: Available, On Call, Post Call

• Conversion Metrics:

  • Calendar events, Goals (e.g., sales or appointments), Opportunities

  • Transfers and Connector Button clicks

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3. Live Agent Report

Location: Reports > Live Agent Report

• Filters: By team or agent status

• Color Coding: Indicates agent status and duration

• Controls:

  • Manually move agents between campaigns

  • Live monitor, whisper, or barge calls

• Stats:

  • Dispositions, calls (inbound/outbound), goals, calendar events

• Customization: Set refresh rate down to 5 seconds

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4. Live Phone Calls Report

Location: Reports > Live Phone Calls

• Details of Active Calls:

  • Caller ID

  • Source (inbound/outbound, campaign/queue)

  • Associated phone number or inbound route

• Monitoring Tools:

  • Monitor, whisper, barge options

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5. Queue Monitoring Dashboard

Location: Contact Center > Queues

• Real-Time Queue Stats:

  • Calls entered, answered, missed, no answer, machine

  • Current call statuses: waiting, active

• Agent Metrics:

  • Logged in, on-call agents

• Conversion Tracking:

  • Calendar events, Opportunities, Goal completions

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6. Floor Plan View

Location: Contact Center > Floor Plan

• Agent Layout: Drag-and-drop interface to place agents

• Status Monitoring: View agent status and duration

• Future Enhancements: Monitor button planned

• Use Cases: Visualize physical or virtual agent locations

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7. Performance Reports (Near Real-Time)

Location: Reports > Performance Reports

7.1 Agent Performance

• Login time, active time, and time in each status

• Total calls (inbound/outbound)

• Goal completions, goals/hour, conversion rates

• Customization: Add call disposition data

7.2 Campaign Performance

• Historical and conversion stats

• Connection rate: connected calls / total outbound calls

7.3 Campaign Agent Performance

• Compares agent performance across campaigns

7.4 Live Filter Performance

• Tracks connection/conversion by data segment

• Supports A/B testing by cloning/editing filters

7.5 Tag Performance

• Analyze data by lead source, file name, or industry

• Suppress underperforming tags to improve results

7.6 Team Performance

• View summarized data across agent teams

7.7 Queue Performance

• View goal completions and queue-specific call handling metrics

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8. Quick Reports & Visual Analytics

• Disposition Bar Charts

• State Activity Breakdown: Identify top-performing call states

• Source DID Planning: Use call activity data for better DID sourcing

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9. Custom CSV Reports

Location: Reports > Custom CSV Reports

• Export options:

  • Call logs + contact data

  • Lead/Contact records

• Filters:

  • Date ranges (e.g., created last week)

• Automation:

  • Schedule reports for email delivery

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10. Campaign Agent Management Tools

Location: Admin > Campaign Agent Management

• Bulk Tools:

  • Move users between campaigns

  • Remove users from campaigns

• Queue Agent Settings:

  • Filter by queue, pause agents, edit assignments

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11. Support Information

For any questions, contact:

• Email: [e-mail]

• Phone: Call the number listed on our website