Online Monitoring

Online Monitoring tool built to track employee performance, missed calls, the availability statuses, etc.
Supervisors can monitor call dynamics in real time and quickly adjust call handling procedures if necessary.

To access Online Monitoring please click on Statistics and choose one of the default dashboards:

• Missed calls report
• Employee effectiveness
• Online Monitoring
• Workload report (will be released in 2026 Q1)

Dashboard metrics are displayed in real time and it doesn't require to refresh a page.
The current day starts at 12:00:00 AM and ends at 11:59:59 PM local time. Don't miss to set up correct time zone for the Account.

Missed call report

Octella has pre-built Dashboards to easy follow up the missed call dynamics. Various filters can be applied to track:

• specific period
• call direction
• groups of employees
• numbers and scenarios

Dashboards guides of how many calls were missed in total, how many processed and how subscribers (customers) still waiting for a callback.

By clicking on each of the metrics (missed / not processed / processed), the chosen call data will be displayed.
I.e. (Missed) Not processed allows to track if Operators have made a callback.

Employee`s efficiency

Here's a key metrics to track data:

• by group
• by employee
  • how quickly Operator picks up the phone
  • talk duration (call duration)
  • how many calls they processed, how many missed
  • how many transfers made
  • inbound and outbound calls overview
• new custom metrics
  • tags
  • tags added by the employee
  • call termination reason

To set up the report, click on Columns and select the required criterias.

Online Monitoring

Here's a key metrics to track data:

• amount of inbound calls waiting in queue
• amount of lost and missed calls
• Employee status

Online Monitoring allows Supervisors to track real time ongoing calls and by clicking on the call, the Prompter feature is available, which allows Supervisor to join the call without the agent and Subscriber being aware.