Section where the user's (Sales Reps.) name, status, and their current dialing session details will be displayed. The columns available in this section are listed below:
The columns available in the Remote Coach tab are listed below:
- Auto Select User based on - This will be enabled for selection only after connecting to the Bridge. Upon clicking you can automatically listen to the ongoing calls based on the Connect Duration selected below, without any manual intervention.
Select either of the following Connect Duration options:
- Connect Duration (Low to High) - Select to auto-connect with the Sales Rep with a lower connect duration at first and interact (if needed).
- Connect Duration (High to Low) - Select to auto-connect with the Sales Rep with a higher connect duration at first and interact (if needed).
- Connect Duration (> 15 secs) - Select to auto-connect with the Sales Rep with a connect duration > 15 secs at first and interact (if needed).
- Connect Duration (> 20 secs) - Select to auto-connect with the Sales Rep with a connect duration > 20 secs at first and interact (if needed).
- Connect Duration (> 30 secs) - Select to auto-connect with the Sales Rep with a connect duration > 30 secs at first and interact (if needed).
NOTE:
- The Auto Select User based on checkbox will be automatically disabled when you manually select the listen or whisper mode for any users.
- The Auto Select User based on checkbox must be selected at the beginning of the monitoring session. You cannot select the checkbox while in the middle of the monitoring session. When trying to do so, the below alert will be displayed.
- Filter By/Select - Manually filter and monitor the session by User, Teams, and/or Products.
- Users - Choosing this option will display all the users associated with the logged-in manager.
Based on the user selection, the dialing session of the respective user will be displayed.
To select all users in the dropdown menus at once, click Select All, and to deselect all users, click Clear. The Clear option will be visible when any of the options listed in the dropdown is selected.
- Teams - Choosing this option will display all the teams associated with the logged-in manager. Select the desired team from the dropdown, and the dialing session of all the users associated with the team will be displayed.
- Product - Choosing this option will display the dialing session of users currently logged into the selected product.
The below alert will be displayed when the Auto Select User based on checkbox is selected and you try to select users, teams, or products.
- Action - Select the required actions to perform from the following:
- Listen - Click to monitor (listen) the ongoing call in real-time; neither the sales rep. nor the prospect is notified of the monitor’s presence.
- Whisper - Click to interact with the Talker (i.e. Sales Rep.); where the prospect cannot hear this interaction.
Refer to the article How do I use Remote Coach? for detailed information.
- User – Name of the Users (Sales Reps) along with the Product and User current status. ***
- Ready - User is ready to begin the dialing session.
- On Call - User is currently connected with the prospect.
- Hold - User pauses the dialing session.
- Wrap - Shows the status between Hang Up and next call.
- Connects - Number of connected calls.
- Call Info - Prospect information that is being dialed by the user (Sales Rep)
- Account Name – Prospect’s account (company) name
- Contact Name – Name of the prospect
- Phone – Prospect's phone number.
- Duration – Total duration of the connected call.
- Dialing List Name - The name of Lists / Reports being dialed.
Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.