Virtual Call Centre Features - Monitoring

Call Centre Monitoring and Reporting

Extensive monitoring and reporting facilities assist call centre supervisors and management with structuring the service for optimal call handling and improved customer liaison.

A variety of monitoring systems allow supervisors to readily assess the efficiency of call centre agents:

Web Based Activity Monitoring

Call Queue Monitoring
Supervisors have the facility to monitor call queue activity in real time. Statistics for the number and duration of calls, the time callers are held in a queue, and which calls were lost or were transferred to voicemail, allow supervisors to assess the handling of incoming phone calls.

Agent Monitoring
Individual monitoring of real time agent activities using live statistics provides supervisors with an overview of agent efficiency.

Live Call Monitoring
By dialling in and entering the agent's ID, supervisors can 'listen in' to hear live calls and thereby assess the handling of incoming calls and check the performance of agents.

Supervisor Console - Desktop Console Activity Monitoring

The web based activity monitors can be replaced by the PhonePresence Supervisor Console which uses a multi-window environment to provide a complete picture of call centre agent activity.

The Supervisor Console is a Windows desktop based application running on the PC of a call centre supervisor and providing immediate visual feedback of agent handling of inbound calls.

The queue interface, which can also be displayed on a wall mounted monitor such as a large plasma screen, shows the number and duration of calls in real time.

Agent Status Monitoring

Individual agent availability is displayed in real time, along with call status and call duration information, to highlight any individual concerns.

As calls are completed, a recent call list is constantly updated.

Call Distribution Reporting

PhonePresence Virtual Call Centre provides a complete set of reports on inbound and outbound call activity, including a real time 'invoice' showing call revenue and outgoings.

PhonePresence call centre reports can be downloaded in various formats such as PDF, Word and Excel compatible.

Virtual Call Centre Features

PhonePresence Call Centre Features are divided into categories:

	System Capacity
	Main Inbound Number
	Call Handling
	Voicemail Services
	Supervisor Control
	User Control
	Agent Monitoring