A visual wallboard for a real time view of call center metrics
simplyVIEW delivers a bird’s eye view of what’s going on in your call center with tools that provide a full overview of agents and ACD status in one easy to view screen. simplyVIEW allows agents and supervisors to respond to increased call center volume and ensure service levels are maintained.
AireContact provides contact center supervisors and managers with a comprehensive reporting tool, which offers detailed and analytic data that can be used to analyze contact center performance. The detailed data is accumulated, grouped, and filtered according to selectable parameters. Detailed reports include the ability to drill down into data for any time segment and present information like average waiting time and total abandoned calls during a specific timeframe.
Agent performance reports measure every interaction an agent has handled and include the relevant KPIs such as handling time, wrap up time, break time, consult time, etc.
Auditing reports include detailed voice billing reports and the ability to trace down every number and view all the past calls to a number.
Agent productivity and behavior during the shift is tracked by category, such as break time, idle time, working time, back office activities, etc.