Social Media Integration, Real Time Analytics and Reports and Automatic Call Distribution
Dashboard - Account
The Dashboard-Account provides an overview of the contact center’s reports:
Total Calls received is shown in a chart diagram.
Queue reports and Hourwise call received by the agents.
Dispositions of the call for the tagging of customer’s concerns.
Dashboard-Real-Time shows the live status of agents accepting call, calling customers, agents on brake and agent’s account status
shows specific parameters on the agent’s: Total Session Time, Total Call Time, Average Talk Time, etc.
shows the status of customers in the waiting queue and agents handling calls from queue.
shows the status of customers in the waiting queue and agents handling queue.
shows the over total/average time reports and abandoned call ratio.
shows also the list of dispositions the agents tagged after a call.
Live Calls Status
shows the live duration of the calls and categorized into inbound and outbound calls.