Skip to main contentDaily Monitoring
Morning Review
- Check overnight call volumes
- Review any failed calls
- Identify patterns in call times
- Monitor agent performance
Real-time Monitoring
- Track calls in progress
- Monitor queue lengths
- Identify connection issues quickly
- Respond to anomalies immediately
Quality Assurance
Sample Call Reviews
- Listen to random call samples daily
- Evaluate agent response quality
- Check for accuracy and professionalism
- Identify training opportunities
Failed Call Analysis
- Review all “Could Not Connect” calls
- Identify technical issues
- Check for patterns in failures
- Verify phone number formats
- Test telephony integration
Short Call Investigation
- Identify calls under 10 seconds
- Determine if customers are hanging up immediately
- Check greeting message effectiveness
- Verify audio quality
Agent Comparison
- Compare call volumes across agents
- Analyze average call durations
- Identify best-performing configurations
- Replicate successful patterns
Time-based Analysis
- Identify peak call hours
- Analyze success rates by time of day
- Optimize agent availability
- Plan capacity accordingly
Conversation Quality
- Review transcript quality
- Check for conversation loops
- Identify knowledge gaps
- Improve system prompts
Optimization Strategies
Reduce Failed Connections
- Verify phone number formats
- Check telephony provider status
- Test during different times
- Validate SIP trunk configuration
Improve Call Duration
- Analyze unusually long calls
- Identify conversation bottlenecks
- Optimize agent prompts
- Add missing knowledge base content
Increase Success Rate
- Review completed vs failed ratio
- Identify common failure points
- Adjust agent configurations
- Improve greeting messages
