Analytics for Everything
The live dashboards allow you to track agent performance as you analyze real time and historical statistics and highlights such as average call duration, answer rate, number of active and waiting calls, duration of longest waiting call, and number of effective calls. Effective calls can be defined on a queue level threshold, such as requiring 2-3 minutes versus 30 seconds of a sales call to be considered effective. Your thresholds can be configured to be displayed in either red, yellow, or white depending on the KPIs and goals set by the organization.
Supervisors can monitor and resolve issues in real time while management can gather insights on the performance and service levels of their remote or overseas call center operation.