Real Time Monitoring and Reporting
Real-Time Monitoring and Call Center Statistics improve contact centers service levels.
Accurately measure team performance and SLA by keeping close track of important KPIs like service level, abandon rate, inbound talk time, and detailed agent activity statistics like inbound ring time and number of inbound calls serviced, agents availability, etc. Use Call Center Reporting to make strategic decisions based on most commonly used call center statistics regarding agent activity and calls reporting.
Monitor contact center agents status, listen to calls, read web chat and internal chat communication in real-time while providing guidance and assistance using Internal Chat. Create personalized Monitoring Dashboards to track real-time metrics for inbound calls in IVR, inbound calls in Queue, customers talking to agents, outbound calls, and agent status (e.g., Ready, Pause, In Call, in Wrap, Talking).