Real-Time Monitoring

Real time monitoring and reporting provides critical contact center metrics and gives supervisors the ability to manage their agent teams effectively. Authorized supervisors can monitor live agent and customer interactions from any location. A supervisor uses a web browser to pick an agent to monitor. GUI buttons allow the supervisor to observe, select another agent or quit monitoring.

Authorized supervisors are able to see in real time the status of their contact center through a web browser. Available statistics such as Service Levels versus Goal, the number of calls in progress, the number waiting, and the longest waiting interaction per queue/skill are available to the supervisor, as well as real-time agent status graphs indicating the percentage of time in various states (e.g., on call, waiting, wrap up, on break, etc.).

Benefits of Contactual’s Real-Time Monitoring include:

• Complete visibility into your call center operations
• Customer service quality assurance