Monitor Contact Centre Queues and Agents
iCS Contact helps you to manage your contact team of agents by providing supervisor analytics and agent management tools. Contact centre reporting provides up to the minute agent and queue analytics, granular reporting on inbound and outbound calls, and fully integrates with call recording for a comprehensive understanding of the customer experience.
For Supervisors & Agents
Supervisors can monitor and manage their informal or formal contact centre teams via in-depth analytics presented on dashboards, reports and wallboards. Queue, agent and call metrics can be monitored in real-time.
Wallboards display live group performance parameters on live tiles; perfect for a large screen for everyone to see, or to view on a supervisor’s desktop. This is an essential tool for any call centre environment, providing real-time statistics such as ‘live’ calls waiting, calls queuing, caller tolerance and longest waiting time.
Group view enables supervisors to see the status of their agents (availablity). This provides a clear view of how many agents are available to take calls at any given time. Agent analytics provides detailed call information by agent.
Agents can easily access their own call history, call recordings (when integrated with iCS Record) and personal statistics. Agents can control their status then use group view to see the status of everyone else in their group.
Do you have an informal contact centre?Do you have a team of people undertaking any of these by phone?
If the answer is ‘yes’, you have an informal contact centre! Any business with small teams can benefit from iCall Suite contact centre analytics. No matter how large the team, your customers still need to be looked after, and you need to know if your team is able to deliver consistent customer service.
iCS Contact is a fully integrated module within iCall Suite, deployed via the cloud as a service (SaaS), on-premise or as a hybrid model.