The Dashboard is the location in ChaseData Admin from which agent activity and calls may be monitored. In the case below, Sam Adams is the only agent logged in and he is paused. If he were on a call or doing a disposition, his name would appear under that particular heading along with the campaign he is logged into and the amount of time he has been in that status. To listen to a call, select the agents name and select the Monitor button on the upper right hand side of the screen. Enter your X-Lite or Zoiper extension (step 1), select to listen (step 2) and then connect (step 3). In the illustration below, I am already monitoring the agent. Simply press “Disconnect” to stop monitoring. To speak to the agent without the customer hearing, you may also select “Coach/Pupil” or to speak to the agent and customer you may select “Barge.”

Recordings of the calls may also be listened to after the fact as shown in the example below. Simply select the “Recordings” icon (step 1), filter the recordings you would like to listen to by campaign, representative, status and/or date (step 2), right click on a particular call (step 3) and play (step 4). You may also choose to save a recording for training purposes. In the case below, I have chosen to select all of the calls made by an agent named “rep” between 1/1/2014 and 3/19/2014. I could have further filtered the recordings by campaign and listened only to those calls that resulted in sales, for example. These recordings are saved on ChaseData’s servers for different length amounts depending on the package that you are placed.