CALL CENTER WORKFORCE MANAGEMENT

Realtime Monitoring, Webcam Monitoring, Screen Capture


Agent Statuses
The list of agents is updated in real time. You can see how many agents are online, which ones are active, who is talking, who has finished a call to do their ACW, and who is having lunch.

Agent Analytics for the Current Day

Live data is displayed in the online monitoring panel for each operator: total numbers of calls (incoming calls, incoming answered calls and their proportion, outgoing calls, successfull outgoing calls and their proportion).

Webcam Monitoring New!

Watch agent's work live. In the list of agents, you can see not only the current status, but also the updated photo from the webcam.

Key Indicators of the Call Center's Work

The manager can see overall indicators of the call-center's work and indicators of each team's work. The supervisor can only access the general indicators of their team.

Live Call's Feed

Latest incoming and outgoing call's data are displayed in a live feed. If recording the audio of conversations is enabled in Softphone.Pro, then next to the call duration you will see a button for playing recordings.

Agent's Screen Capture New!

It's not always possible to see exactly how the agent worked with the script or filled out their forms. With the help of our screen capturing function, you can not only listen to the agent's conversation, but also observe their actions during the call and ACW.
Realtime Monitoring Panel

Analytic Reports


Inbound Calls by Hour Report

Figure out which hours have highest amount of inbound calls and optimize your shift schedule.

Inbound Calls by Day of Week Report

Realize days of the week with highest amount of inbound calls and adjust your shift schedule.

Inbound Calls by Location Report

Analyze your callers by countries, states, and cities.

Inbound Service Level Report

Analyze inbound service level metrics: answered, percent answered, SLA, average/maximum answer time, average and maximum talk time.
Answered by Wait Time Report
See answered calls by wait time distribution.
Abandoned by Wait Time Report
See abandoned calls by wait time distribution.

Outbound Performance Report

Evaluate outbound calling performance: successfull calls, percent successfull, unique phone numbers, average call attempts, average/maximum answer time, and average and maximum talk time.

Calls by Agents

Evaluate the number inbound and outbound calls made by operators. Compare agents with each other according to the following indicators: total number of calls, incoming, incoming answered, outgoing, and successfull outgoing.

Outgoing Calls by Agents

Control the effectiveness of outgoing calls by agents: the number of successfull calls, percent successfull calls from the total, the numbers of unique numbers, the average number of dialong attempts, the average and maximum response time, average and maximum talk time.
Report - Calls

Accounting and Control of the Working Time of Call Center Agents


Webcam Monitoring New!

Watch the agent's work in real time: in the list of agents you can see not only the current status, but also the updated photo from the webcam.

Agent's Screen Capture New!

It's not always possible to check exactly how the agent worked with the script or filled out the form after the conversation. With the help of our new screen capturing function, you can not only listen to the agent's conversation, but also check his actions during the call and ACW.

Availability per Agent Report

Analyze amount of shifts, total shifts time, and average shift time. Pay attention to total time per each status: On Call, After Call Work (ACW), Away, and Idle.

Occupancy per Agent Report

Figure out the percent of logged in time that agents handle calls.

Breaks per Agent Report

Investigate time allocation by break types.

Agent time Spent per Status Report

Analyze Agent's work time chart and time table with totals by status: On Call, After Call Work (ACW), Away, and Idle.
Accounting and Control of the Working Time of Call Center Agents

ACW and Tags to Mark the Call Result


ACW

Compare the number of agent shifts in the selected time period, total time of all shifts, and the average time per shift. Notice the summary for each state: Conversation, ACW, Break, and Idle Time.

Tagging the Call Result

This statistic report will help you to understand which percent of time agent was talking with clients and doing ACW.

ACW Time Analytics

Understand the reasons for your agent breaks.

Tags Analytic

This report gives you a complete understanding of each agent's work. You will see the diagram of worktime, and also a summary in every condition: Conversation, ACW, Break and idle time.
ACW and Tags to Mark the Call Result

Mass Calls in Microsoft Excel and Google Sheets


Click-to-Call in Microsoft Excel

Click-to-call in Microsoft Excel saves up to 15 seconds on each call and eliminates typing errors by 100%. Transform cells containing phone numbers to links. Click on link to initiate call.

Call Button on Microsoft Excel toolbar

Choose the cell that contains phone number then push the Call button in Microsoft Excel toolbar.

Speed Dialing in Google Sheets

To quickly dial a number in Google Sheets, use the speed dial feature from the clipboard. Enable this feature in Softphone.Pro and copy the phone number from Google Sheets to your clipboard. A small pop-up window with a phone number will appear in the lower right corner of the screen. Push Call button in this window.
Mass Calls in Microsoft Excel and Google Sheets