RingDNA Live Overview
Supervisors can monitor all Agents, listen in, join calls, message agents, review real-time transcripts, provide supervisor notes, flag call for coaching, and remove agents from a single console. RingDNA Live ensures that supervisors have a comprehensive view of all call activity in their accounts and can take action to streamline and improve the experience of their callers.
Within RingDNA Live are the following key components:
- Filters
- Live Call Stats
- Active Calls
- Agent Directory
Click this link to navigate to RingDNA Live and get started
Call Filters
The first component of RingDNA Live is the ability to filter all of the active calls within your organization. Here you can easily find live calls based on the following filtration options:
- Search
- Filter By Team
- Filter By Queue
- Filter by Call Direction
Live Call Stats
Supervisors can now see live queue metrics such as the number of calls waiting in the queue, average queue wait time, etc at RingDNA Live. Supervisors can get visibility into the backlog of their queues and adjust staffing accordingly.
| Metric | Definition | Relevant Filters |
|---|---|---|
| Number of calls waiting in queue | the total number of calls waiting to be picked up by an agent in the queue(s). Applying the queue filter | Queue |
| Average queue wait time | the average wait time for customers currently waiting in the queue(s) | Queue |
| Longest queue wait time | the longest time that a customer has been waiting in the queue(s). | Queue |
| Agents: Callers ratio | the ratio of all available and on-call agents to the number of callers | Team, Queue |
View Active Calls
The Active call section displays active calls that Agents are on. It displays Agent Name, Caller Name, Title, Company, Opportunity or Campaign, live sentiment, the purpose of the call, and duration.
View Team Members
The final component of RingDNA Live is the ability to view all of the members of your team that are either available, busy, or offline.
This ensures that you have visibility into each member of your team and can easily assign calls in queue to individuals who have the capacity to answer a call based on their available status.
Click View Team in the upper-right corner to open your Team list.
If you prefer to see your team on a single page instead of the right-drawer, click the button seen in the image above to pin your team list below active calls.
