Contact Centre Analytics
Monitor Business-Critical Customer Service KPIs
Monitor Contact Centre Queues and Agents
iCall Suite 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 contact centre and other customer-facing 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 (where call recording is added to their subscription) and personal statistics. Agents can control their status then use group view to see the status of everyone else in their group.
Contact Centre Reporting
Real-Time Agent and Group Analytics
Group View
ACD Group Wallboard
Agent Analytics
Call Activity, Availability, Presence
Access to Own Analytics
Call History, Notes, Recordings
Active Status Control
DND, Log In/Out of Queue
Personal Wallboard
Tailored to Your Agent
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.
Sales Order Processing
Outbound Sales Calls
Telephone Support
Accounts Queries & Credit Control
Deployment Options
iCall Suite is available as a flexible subscription, delivered via the cloud for hosted and on-premise phone systems.
Cloud
Hybrid
How to Buy
iCall Suite is available to users of cloud calling platforms and PBX phone systems across the globe.
Discover our flexible subscription options and contact us to be put in touch with a local provider.
