Monitoring Calls

Introduction

In this section, you can read about the tools used for calls monitoring and find out how to use them in the best possible way to your advantage.

Currently, we have two monitoring tools:

OCP® Monitor (New monitoring tool)
DRTViewer (Legacy 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, whereas OCP® Monitor is a part of OCP Console®.

OCP® Monitor

You can access OCP® Monitor directly through OCP Console® → Insights → Monitor tab. The tool allows you to:

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 OCP® Monitor and explore its full functionality, refer to the OCP Monitor User guide.

DRTViewer

You can access DRTViewer directly through OCP Console® → miniApps → Monitor tab. The tool allows you to:

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.

To learn more about DRTViewer, its functionality, and configurations, refer to the following guides:

DRTViewer Overview: to learn more about the available functionality.
DRTViewer Session View: on how to inspect each session.
DRTViewer Search Guide: for instructions on how to properly configure the search criteria.

In case you have any questions, contact our Support by any convenient means described here for assistance.