Real-time Monitoring and Reporting

What Is It?
Real-time monitoring and reporting provides critical contact center metrics and gives supervisors an ability to manage their agent teams effectively.

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 Goal, 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

How It Looks