Agent Status Panel
Agent Status Panel is an efficient team management tool, providing Supervisors with quick access to up-to-date information on Agent current status.
Monitor your Agent performance in real time. All important data on inbound, outbound calls and agent productivity are always at your disposal.
Inbound Calls by Hour Report
Figure out working hours with highest amount of inbound calls and optimize your Agents shift schedule.
Inbound Calls by Day of Week Report
Realize week days with highest amount of inbound calls and adopt your Agents shift schedule.
Inbound Calls by Location Report
Analyze your callers by countries, states and cities.
Inbound Service Level Report
Analyze inbound service level metrics: answered, % answered, SLA, average and maximum answer time, average and maximum talk time.
Answered by Wait Time Report
See answered calls by wait time distribution.
Abandoned by Wait Time Report
See abandoned calls by wait time distribution.
Outbound Performance Report
Evaluate outbound calling performance: successfull calls, % successfull, unique phone numbers, average call attempts, average and maximum answer time, average and maximum talk time.
Availability per Agent Report
Analyze amount of shifts, total shifts time and average shift time. Pay attention on total time per each status: On Call, After Call Work (ACW), Away and Idle.
Occupancy per Agent Report
Figure out % of logged in time Agents handle calls.
Breaks per Agent Report
Investigate time allocation by break types.
Agent time Spent per Status Report
Analyze Agent's work time chart and time table with totals by status: On Call, After Call Work (ACW), Away and Idle.