Create or Edit a Monitoring Schedule

To create a new monitoring schedule or edit an existing schedule:

Procedure

Step 1

From the Management Portal navigation bar, choose Call Monitoring > Schedule.

Step 2

To create a new schedule:

  • From the list view, click New Schedule.

    - OR -

  • From the calendar view, point to the beginning date of the schedule and click the Create link that appears at the upper-left corner of the date box.

Step 3

To copy or edit an existing schedule from the list view, click the ellipsis button beside a listed schedule and choose Copy or Edit.

Step 4

On the page that appears, specify the appropriate settings as described in the following table:

Setting

Description

Name

Enter a name for the schedule.

Start Date and End Date

To select the start date (the date on which the schedule becomes effective) and end date (the date on which the schedule expires), click the appropriate calendar icon in the Start Date or End Date field, and then select a date from the calendar that appears.

Start Time and End Time

Enter the time of the day that you want the schedule to start and end. Specify the time in the 24-hour format (0000–2400).

Note that the time that you specify in the Call Monitoring Schedule is based on the enterprise time. However, calls are monitored in the local time.

Note
Pending monitor requests are checked every 'n' number of seconds as configured in your system. The default interval is five minutes. When the checking starts, each monitor request is checked and validated. If the request is past the scheduled deadline (that is, the End Time value), it is removed from the pending monitor requests list. Because of this added functionality, the scheduled end time may actually occur a few minutes later than specified.

Day of Week

From the drop-down list, select All Days if you want the schedule to run every day, or Weekdays if you want the schedule to run from Monday through Friday only.

OR

Click each icon that represents a day during which you want the schedule to run.

Status

Click Active if you want the schedule to become effective at the specified start time on the specified start date. Otherwise, click Not Active.

Callback Number

This field displays the phone number to which the audio is sent.

The callback number can be in one of the following formats:

  • E.164 number format: [+][Country Code][Number]

    Example: +11234567890

  • IDD (International Direct Dialing) format: [IDD][Country Code][Number]

    Example: 01161123456789

Filter By

Select the queues, sites, teams, and agents that you want to be monitored as part of this schedule.
Step 5

Click Save.