Queue Reports
Treat your call center management as clearly defined science. Live monitoring and historical data gives you a birds eye view of your agents productivity, and your customers experience. Call tracking by DID defines your top producing marketing efforts and helps you focus those efforts on the best performers.
Also see...
Individual agent performance
and team productivity metrics
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 Queue Monitoring
View callers in real time as they wait for an agent and 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 Time, Talk Time, Service Level Goals and Last Call Time. Select any queue to see the callers and how long they've been holding.
Queue Totals
View how many calls were recieved per queue, and what was the outcome. Completed calls were answered , Abandon hung up before speaking with someone, Overflow held the maximum wait time, and Opt Out chose another path such as automated callback, voicemail, or menu option.
Call Status Totals
System wide overview of all call outcomes both as a quantity and percentage of total calls
Calls Per Hour
View call volumes per queue for balancing staffing and marketing needs
Queue Hold Times
See the average and maximum hold times per queue and how they relate to call volume over time
Queue Talk Times
See how long the average agent is spending per call and maximum duration
Call Tracking by Phone Number
Track calls by phone number to compare marketing sources and maximise ROI
Queue Talk Times
See how long the average agent is spending per call and maximum duration