Navigating through the Virtual Call Centre
Real-time Analytics
Supervisors can view real-time analytics and historical call statistics. View metrics that show agent performance, such as: speed of answer, average call duration, hold times, abandoned call rate, agent misses, and timeout calls.
Call Coaching
While calls are in progress, supervisors can monitor conversations or coach (whisper to) the agent and even join the call to speed resolution and/or improve the outcome.
Call History
See historical call reports on specific time frames, with detailed call records including the phone call audio.
Call Queue
With a live call queue dashboard, agents and supervisors can easily see a detailed view of all live calls and agent activity in the call queue.
Call Queue Customization
Call queues can be customized extensively, with multiple ring strategy options, business hours call routing, break out options, and many other features.
Call Coaching
While calls are in progress, supervisors can monitor conversations or coach (whisper to) the agent and even join the call to speed resolution and/or improve the outcome.