In this section, you can read about the tools that are used to monitor calls and find out how to use them in the best possible way to your advantage.
Currently, we have two monitoring tools
DRTviewer (Legacy monitoring tool)
OCP Monitor® (New monitoring tool)
Both tools allow monitoring ongoing (LIVE) or completed sessions for all channels (such as IVR, Chat, Mobile Apps, Facebook Messenger, Viber, and so on, as well as inbound/outbound types). They also provide powerful search capabilities with a large number of available filtering criteria so as to track down the session(s) you need to work on. DRTviewer is a separate tool, OCP Monitor® on the other hand is built in the OCP Console®.
When you go to the miniApps → Monitor tab in the OCP Console® application, you will be automatically redirected to the DRT main page where you can:
Monitor and assess live or completed sessions.
Apply Search criteria based on Date and time, Apps to show, Dialog ID, ANI, DNIS filters.
Apply sorting options (based on Time / ANI / Application, and so on).
Change the Live Dialogs List (i.e. session list) length.
Go to Live Calls/Logout.
When you go to the Insights → Monitor tab, you can directly work on the OCP Monitor tool without leaving OCP Console®. There you can:
Select to view live or past dialogs.
Apply several search criteria to filter the dialogs you wish to review.
Select dialogs from the list based on basic dialog information.
Review each dialog individually and copy dialog info.
Tag a dialog utterance.
To learn more about how the DRTviewer works, you can read the following articles:
DRT Overview: to learn more about the available functionality.
DRT Session View: on how to inspect each session.
DRT Search Guide: for instructions on how to configure search criteria properly.
In case you have any more questions, contact our Support and we will assist you.
To learn more about how OCP Monitor® works, you can read the following article:
OCP Monitor: Explore the full functionality of OCP Monitor®.