The User Monitor is a feature which allows you to monitor your Users productivity in the system.

To access the User Monitor you will need to go to Menu option, Tools > User Statistics > User Monitor.

You have the ability to filter by Area and also a time frame to see how active your Users have been. After making any changes to the filter, you will need to click the ‘Update’ button. You can download the results if needed by clicking the ‘Download CSV’ button at the top. At the bottom you have the option to automatically update the results every 30 seconds. This is automatically ticked by default, to stop this simply untick the box.

There is also an option to ‘Configure Users & Columns’, if you click this button it will take you to a page which first gives you the option to highlight certain Users you want to be displayed on the monitor. There is also an indicator for displaying Users' idle time, you can adjust this so that when a User has been idle for a certain amount of time (e.g. 10 minutes) it highlights this in red so you can act upon this.

Further down you have ‘Attempted / Left to Call’, as it briefly explains this is where you can select statuses which will class as ‘accounts left to call’. You can also choose what determines if a contact has been contacted.

Below you then have ‘Answered Calls’ which is where you can select what responses link to calls being answered (not necessarily a successful call).

Then you have a section to highlight what responses deem a successful call.

Finally at the bottom you can select what fields are visible on the User Monitor and you can also select what / if any graphs are displayed when viewing the User Monitor.

Here is a list of the fields you can have displayed and what they do.

User - User name

Accounts - Last account the user was in

Area - Area the user is working in

Attempted Calls - Number of attempted calls

Left to Call - Number of accounts left to call

Answered Calls - Number of calls made which are successful

Successful Calls - Number of successful calls and the percentage

Calls / Hour - Average number of calls made per hour

Signed on Hours - How long the user has been logged on for

Total Oncall - Total time spent on calls

Total Prep. - Total time spent on prep work (entering an account to clicking dial)

Total Wrap - Total time spent on wrapup (hanging up the call to saving the account)

Total Productive - A total of Total Oncall, Total Prep. and Total Wrap

Avg. Prep. - Amount of time taken from entering an account to dialing

Avg. Wrap - Amount of time taken from hanging up to saving the account

Avg. Oncall - Amount of time taken from clicking dial to hanging up

Duration - How long that user has been idle for