2/20/2020 – "Error" Status in Real-Time Agents Report


We hope this message finds you well this afternoon! We are reaching out to update you on a helpful new feature that you should know about within CallTrackingMetrics.

You may or may not have noticed a new “Error” status for your agents in the Real-Time Agents report. This new status is designed to alert managers of any system irregularities amongst their team. You can see what this looks like here:

Some irregularities could include loss of internet connection or an agent closing their computer without changing their status to unavailable, or if the computer goes to sleep. We will continue to communicate additional issues that might trigger an error status as we get that information from CTM.

The benefit to your business is helping you to identify any connection issues with calls as soon as they arise, so they can be addressed in a timely manner. CTM also provides Coalmarch with access to further investigation of the error on their backend if needed. They also have plans to provide more detailed information on the errors within the Real-Time Agents report soon.

Take some time to explore this update as you see it occur and let us know if you see any consistent issues you’d like us to look into by submitting a ticket on our support website.

We look forward to continuing to find new ways to support your business!


The Coalmarch Support Team