Virtual Call Centre Features - Supervisor Control

Agent Monitoring and Reports enhancing Supervisor Administration

Reports on Agent Activity

Agent activity reports are available to supervisors via email or the web. They can be downloaded to a variety of formats including PDF, Word and Excel.

The reports can provide statistics on various aspects of agent performance and call handling. Graphical agent utilization reports quickly identifies agents performing outside their target range.

The reports aid supervisors in assessing and improving call centre efficiency.

Supervisor Console - Agent Activity Monitor

The Supervisor Console is a Windows based application providing real time visual feedback of inbound call handling.

Information such as logged in / out / do not disturb / on a call / in wrap-up etc. are provided.

More information...

Live Call Monitoring

Supervisors can listen-in to and monitor live inbound/outbound calls from any location by phone, allowing immediate adjustments to agent call handling, by entering the agent's ID via the keypad.

Conversation Recording

Conversations with callers can be stored for up to 3 months, allowing supervisors to review when convenient to ascertain where improvements to call handling procedures can be made.

Recordings are accessible from any location by phone or the web admin.

Auto Timer Settings

Supervisors can set the auto timer which controls how calls are processed:

Recent and Missed Call Reports

A full set of reports on inbound and outbound call activity, including a real time 'interim invoice' on call spend and revenue, are available.

The reports can be downloaded to a variety of formats including PDF, Word and Excel.

Call reports are available to each user, such as:

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