Agent Reports
Managing many agents with different responsibilities and across multiple offices can be a daunting task for any manager. Live and historical metrics are the science you can rely on to optimise your call centers performance.
Lead tracking and
group performance
Live feed of metrics for large screen TV's and PC monitoring stations
Call Detail Reports for all calls,
SMS, and messaging
Call Center
Feature List
Live Agent Monitoring
Watch agents in real-time as they take calls, pause, log in and out. Live stats update metrics for average talk, wait times, completed or missed calls so at a glance you know exactly what agents are producing. Listen, Whisper and Barge calls just by clicking on an agent from your PC or smartphone.
Queue Monitoring
View call quantities in real time as they wait for an agent, then are connected. Continually see how many agents are Available, or Paused. How many calls are Waiting, In Use, Completed, Transferred, Abandoned, Opted Out, Overflowed, or scheduled for Callbacks. Monitor key metrics like Average Hold times, talk time, service level goals and last call. Select any queue to see the callers and how long they've been holding.