I am looking for a Phone Monitoring Evaluation process

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Hi, I'm looking to track agent phone calls to see how they're doing and report up to the client. Does anyone have any kind of process or template for cal monitoring/phone evaluation?


Thank you, Raelyn

Answers

  • Bassam Khalil
    Bassam Khalil ✭✭✭✭✭✭
    edited 05/19/21
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    Hi @rmcbride108121

    Hope you are fine, did you mean that you need smartsheet to record automatically each phone call information ( Phone Number, calling time and date, calling duration ... ATC)?

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    bassam.khalil2009@gmail.com

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  • Andrée Starå
    Andrée Starå ✭✭✭✭✭✭
    edited 05/19/21
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    Hi @rmcbride108121

    I hope you're well and safe!

    Have you checked the available templates in the Solution Center? There's probably one that could be used as an excellent starting point.

    Do you have any template or framework in another system that you can share?

    Also, if you want to connect it to the call system, it might be possible with a 3rd-party option or the Smartsheet API.

    I hope that helps!

    Be safe and have a fantastic day!

    Best,

    Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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  • rmcbride108121
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    It would be a form that their manager can fill in as they are listening in a reservation agent's call, then the form would upload to a Smartsheet doc and a dashboard would be available to share with the client.


    I did do a search using the words phone, monitoring, call, and phone tracking and did not get any results except for one for social media monitoring.

  • Andrée Starå
    Andrée Starå ✭✭✭✭✭✭
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    @rmcbride108121

    Do you have an example of the structure from another system or something similar?

    If not, it seems to be a straightforward process.

    SMARTSHEET EXPERT CONSULTANT & PARTNER

    Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

    W: www.workbold.com | E:andree@workbold.com | P: +46 (0) - 72 - 510 99 35

    Feel free to contact me for help with Smartsheet, integrations, general workflow advice, or anything else.