Quality Monitoring

Overview

Real time monitoring and reporting provides critical contact center metrics and gives supervisors the ability to manage their agent teams effectively. Authorized supervisors can monitor live agent and customer interactions from any location.

Authorized supervisors are able to see in real time the status of their contact center through a web browser. Available statistics such as “Service Levels” versus “Goal”, the number of calls in progress, the number waiting, and the longest waiting interaction per queue/skill are available to the supervisor, as well as real-time agent status graphs indicating the percentage of time in various states (e.g., on call, waiting, wrap up, on break, etc.). The intuitive web based report writer allows you to tailor any type of report for your specific needs.

Main Benefits