Monitoring outbound calls

[PBXJay]

Hi. Been a while since I have worked in outbound call center. Supervisors want to monitor time spend on outbound calls with clients.

I know I can have them enter a code before the call possibly to monitor it that way. But how would one log in the calls transfered to that persons extension for call duration.

Right now the agents are logging into an ACD queue and get the few inbound calls that come in equally plus the ones directly transfered to their extension. Most of the calls made however are on out bound and looking to capture that metric. Any Ideas?

IP system with 4621SWIP hard phones.

I am not sure what the call center package is because it is managed by the central office. I am working in a remote office and have little ability to make phone changes but the manager in office is looking for suggestions and I used to manage a definity GSi in an inbound call center.
Thanks in advanced.

 

[Zen216]

We use CMS.. under Historical reports, we pull a group attendance daily report and it shows the ext in time, ext out time, time on avail, etc...

 

[SF0751]

If your agents log into an ACD, then Service Observe (using the agent's ID) allows the supervisor to SO all calls, even extension-in and outbound calls.

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893