The Monitor Users section in CallHippo provides real-time visibility into the activity status of users. It displays the number of agents available, on calls, idle, on break, or offline. It also shows detailed information for each user, including login and logout times, session start time, current status, and session duration. This feature helps in supervising team activity and managing workforce availability.

Purpose of the Monitor Users Tab

The Monitor Users tab is used to:

  • Track the current status of all users, including whether they are online, offline, on break, or in a personal session.

  • Monitor agent availability to ensure adequate staffing during work hours.

  • View detailed user session data, including session start time and total duration.

  • Analyze login and logout patterns for shift compliance and time management.

  • Identify active and inactive users to help assess daily workforce performance.

When to Use It

This section is particularly useful in the following situations:

  • During peak call hours, to confirm that enough agents are online and available to take calls.

  • At the start or end of shifts, check whether users are logging in and out at expected times.

  • For routine supervision of agent activity throughout the day.


Where to check this feature?


1. Log in to your CallHippo dashboard.

2. On the homepage of the dashboard, click on the ‘Monitor Users’ option.



Information Available in the Monitor Users Section

  • Agent Status Summary: A visual count of agents under the following categories:

    • Available Agent

    • Live Call

    • Idle Agents

    • Break/Lunch/Personal/Training

    • Offline Agents

  • User Activity Table: A list of users with the following details:

    • Agent Name

    • Start Time: When the current or last session began

    • Duration: Total time spent in the current session

    • Status: Current activity status (e.g., Personal, Logout)

    • Login Time: When the user last logged in

    • Logout Time: When the user last logged out


Force Logout Users from the Dialer

The Force Logout option in the Monitor Users section allows Owners, Admins, and Managers to remotely log out users from their dialer sessions (not from their dashboard). This can help you ensure inactive agents are properly logged out.

Key Points:

  • This feature only logs users out from the CallHippo web dialer and desktop application.

  • It does not apply to users logged in via the CallHippo mobile app (Android or iOS).

How to Force Logout a User:

1. Go to the ‘Monitor Users’ tab and then click on the toggle option under the logout section.


2. Click on ‘Yes’ to confirm the changes.



Once confirmed, the selected user will be immediately logged out of the dialer session. This does not delete the user account or impact any ongoing dashboard session if the user is also logged into the main portal.

 


Important note: 

  • You can only force logout a user when in an ‘idle’ state.

  • If the user is on an active call at the time of force logout, the call will be immediately disconnected.

  • If the user is on an active call, on the After Call Work (ACW) screen, or receiving a call (ringing), the dashboard will display their status as "Live Call".



Frequently asked questions:


Q: How does the Monitor Users tab help with team supervision?
A: It allows supervisors to track user availability, monitor session activity, and review login/logout patterns to ensure proper shift compliance and effective workforce management.

Q: Where can I access the Monitor Users feature in CallHippo?
A: After logging into your CallHippo dashboard, you can access the Monitor Users section directly from the homepage by clicking on the ‘Monitor Users’ option.

Q: What type of information is shown in the User Activity Table?
A: The User Activity Table lists each agent’s name, current status, session start time, session duration, last login time, and last logout time.

Q: Who can use the Force Logout feature, and what does it do?
A: Owners, Admins, and Managers can use the Force Logout feature to remotely log users out of their web dialer or desktop app sessions. It helps ensure inactive agents are logged out when needed.

Q: Can I force logout a user from the CallHippo mobile app?
A: No, the Force Logout feature does not apply to users logged in through the CallHippo mobile app on Android or iOS. It only works for web dialer sessions.

Q: When can a user be force logged out from the dialer?
A: A user can only be force logged out when they are in an idle state. If they are on a live call or on the After Call Work screen, the system will show them as “Live Call” and logging them out will disconnect the call immediately.

Q: Where can I see available agents?
A: You can view available agents in the Monitor Users section of the CallHippo dashboard. The “Available Agent” count is displayed in the Agent Status Summary section at the top.

Q: Where can I check the availability of agents at any particular time?
A: You can check real-time agent availability in the Monitor Users tab. For historical login/logout data, refer to the User Activity Table, which shows session start times and durations for each user.

Q: Can I check who and how many users are offline and online right now?
A: Yes. The Monitor Users section provides a summary showing the number of users who are currently online (Available, Idle, On Call, etc.) and offline. You can also view individual user statuses in the User Activity Table.


I hope this helps. If you still face any queries, please feel free to reach out at [email protected]