COMPLETE CLOUD & ON-PREMISE CALL MANAGEMENT FROM TOLLRING: CALL REPORTING, CALL RECORDING, CONTACT CENTRE ANALYTICS
Business analytics for supervisors
Powerful call reporting for supervisors
iCS contact: Business analytics for supervisors
The supervisor license dramatically enhances the functionality of iCS report, enabling supervisors to monitor, manage and control an informal or formal contact centre.
View in-depth analytics presented on dashboards, wallboards and reports:
Up to the minute agent and group analytics. ACD group analytics deliver queue and call statistics by group. Agent workflow analytics provide summary and detailed information on each availability status and punctuality, based on first message of the day.
Review past performance and use “what if” calculations to forward plan the number of agents and times of day you want them to work, to ensure you are working with the optimum number of people. Additionally, you can change parameters such as wrap-up time to achieve SLAs.
The ACD group wallboard widget allows 10 group performance parameters to be displayed continually for any group on a supervisor or agent’s desktop, or on large screens for everyone to see. ACD group view enables supervisors to see the status of their agents.
Agent analytics provide the following information by agent and by group: