Realtime Call Queue Monitoring
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realtime queue monitoring provides a real-time snapshot of what’s happening on your call queues. Check call volumes, abandonment rates, performance against target and individual agent performance in real time on a single screen. Display on a large format screen so the team can monitor its own performance. |  |
agent pausing lets a call center manager pause any queue members handset to facilitate meal and comfort breaks, Unpause will reverse the process and the queue will resume sending calls to the handset. |  |
customise user interface to suit your needs. Select only the queues you wish to monitor, change the colour schemes and the order in which information appears. Font sizes and a screen zoom button make it even easier to see queue metrics. |
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sla tracking means that the speed at which calls are answered is measured against a pre-defined target eg calls to be answered within 10 seconds. The Queue monitor continuously updates for performance against the target and expresses the number of calls answered within the target as a % of total calls received. |  |
agent performance details of agent status, number of calls answered and time of last call are provided as a quick indicator of how queue members are perfoming. | ||