VoIPPresence Agent Monitor Supervisor Console
Agent Feedback for the Call Centre Supervisor
VoIPPresence Desktop Event Monitor
The efficiency of agents is readily assessed via real time monitoring using the VoIPPresence Event Monitor, providing real time visual feedback of agent handling of inbound calls. The Windows based application runs on the PC of a Call Centre Supervisor with a real time queue display showing the number and duration of calls in the queue.
The information displayed by the Event Monitor can be projected on a large plasma screen, or similar wall mounted monitor, replacing the call centre wallboard.
It is designed for supervisors to monitor different types of activity on their phone system (queues, agents, recent calls etc.) in a multi-window environment, giving a complete picture of phone usage in one convenient location.
Call Queue Status
A real time queue display shows the number and duration of calls in the queue and can be made visible on a large plasma screen, or similar wall mounted monitor, to replace an old style call centre wallboard.
Call Centre Agent Status
The status of each agent is available, again updated in real time to show important call status and duration information to highlight individual problems or situations.
A recent call list is updated immediately calls are completed.
The Supervisor Console is an event driven application that connects to X-on's data through industry standard XMPP, making it easy to configure through corporate networks and firewalls.
Web Based Agent Monitoring
An array of agent monitoring features are also available via the online administration. Queued calls, recent calls, call duration etc. can be reviewed in real time.
Call Queue Monitor
The Call Queue Monitor provides supervisors with the tools to assess the handling of incoming telephone calls and enquiries via real time call queue activity information. Statistics include the number and duration of calls, the time the caller was held in a queue and if calls were lost or were transferred to voicemail.
Agent Activity Monitor
The live real time activities and efficiency of agents and staff taking calls can be monitored and adjusted on an individual basis using statistics available via the Agent Monitor.
Live Call Monitoring
By dialling in and entering the agent ID a supervisor can listen in on an ongoing call and check the performance of individual agents and assess their handling of incoming calls. |
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If you need more information or clarification then please contact us or call our sales team on 0800 075 0075.
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