CALL CENTER WORKFORCE MANAGEMENT
Realtime Monitoring, Webcam Monitoring, Screen Capture
Agent StatusesThe 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 DayLive 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).
Thanks to these functions, the supervisor can select any active call on the Online page in the list of Operators and listen to it. If during a conversation the supervisor feel that the operator needs help, they can connect and prompt. The client, meanwhile, will not hear anything from their end. As for the conference, the supervisor joins the conversation in a call-conference mode.
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 WorkThe 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 FeedLatest 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.
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.
Inbound Calls by Hour ReportFigure out which hours have highest amount of inbound calls and optimize your shift schedule.
Inbound Calls by Day of Week ReportRealize days of the week with highest amount of inbound calls and adjust your shift schedule.
Inbound Calls by Location ReportAnalyze your callers by countries, states, and cities.
Inbound Service Level ReportAnalyze inbound service level metrics: answered, percent answered, SLA, average/maximum answer time, average and maximum talk time.
Answered by Wait Time ReportSee answered calls by wait time distribution.
Abandoned by Wait Time ReportSee abandoned calls by wait time distribution.
Outbound Performance ReportEvaluate 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 AgentsEvaluate 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 AgentsControl 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.
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.
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 ReportAnalyze 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 ReportFigure out the percent of logged in time that agents handle calls.
Breaks per Agent ReportInvestigate time allocation by break types.
Agent time Spent per Status ReportAnalyze Agent's work time chart and time table with totals by status: On Call, After Call Work (ACW), Away, and Idle.
ACW and Tags to Mark the Call Result
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.
This statistic report will help you to understand which percent of time agent was talking with clients and doing ACW.
Understand the reasons for your agent breaks.
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.