Call Monitoring: Authorized supervisors can monitor live agent and customer interactions from any location. A supervisor uses a web browser to pick an agent to monitor. GUI buttons allow the supervisor to barge-in, select another agent or quit monitoring.
Authorized supervisors are able to see in real-time the status of their contact center through a web browser; service levels vs goals, the number of calls in progress, the number waiting, the longest waiting interaction per queue/skill, real-time agent status graphs indicating the percentage of time in various states (e.g. on call, waiting, wrap up, on break, etc.) and more.
Supervisors have authority to monitor only a given group of agents and queues.
What Are the Main Benefits?
- Complete visibility into your call center operations
- Customer Service quality assurance
