Redial Counter

Who should read this article: Administrators, Supervisors

Monitor the number of call attempts to a destination number by team members.

Introduction

The Redial Counter widget displays the number of call attempts to a destination number by team members. When redial attempts exceed a specified threshold (minimum number of redials), the number of redial attempts is colored red.

This information can alert you to contact numbers that might be problematic. For example, the contact might be blocking the agent's Caller ID. You could change the Caller ID to assess whether the Caller ID is the issue or whether there is a problem with the contact's number.

Click Historical report (Clock icon) to display the Redial Counter historical report page in a new tab. The report settings are the same as those of the widget. Choose a date and time for the report, then click Generate report.

The Redial Counter widget table reports the agent name, contact number (if not masked), the number of attempts, and the time of the last redial attempt. You can change the sorting of the table by clicking the column head of any column. Click a dialed number to view the CDR for the latest redial attempt.

Setup

General tab

The Redial Counter settings panel General tab includes the following parameters:

Teams tab

Select one or more teams to monitor.