Call Center Manager

Characteristics

• state view of queues assigned to Manager, organized in separate windows (CC queues windows are automatically refreshed to reflect the current state of work of the queue and its agents),
• presentation of the total number of calls with customers in a specific time unit (hour, day, week, month), divided into telephone contacts (incoming and outgoing calls), redirected through the queue,
• presentation of the total number of contacts ineffective in a given unit of time (abandoned connections, missed calls),
• presentation of the total number of contacts with customers in a specific time unit successfully completed in the first contact,
• call-back of abandoned and lost numbers,
• analysis of working time and events of Agents (e.g. salesmen, consultants or service technicians)
• preparation of schedules for distribution of reports (daily, weekly, monthly),
• generation of graphs of average waiting times of incoming calls and calls with exceeded SLA time (Service Level Agreement),
• detailed preview of calls and event logs of agents (e.g. salesmen, consultants or service technicians) and queue connections,
• a list of Agent’s tasks (e.g. salesmen, consultants or service technicians) – numbers to call back together with a logbook.