Monitoring includes real-time dashboards with metrics, call and screen recording, live monitoring with whisper functionality, quality evaluation and scoring, and automatic alerts for critical thresholds.
How does call recording work?
The system automatically records all calls and stores them encrypted. Recordings can be searched by agent, date, customer, or keywords. This is essential for quality control and regulatory compliance.
What is whisper functionality?
Whisper allows supervisors to speak to agents during a call without the customer hearing. This is useful for training and supporting agents in real-time during complex situations.
What KPI metrics are tracked?
The system tracks key indicators such as Average Speed of Answer (ASA), Average Handle Time (AHT), abandonment rate, Service Level Agreement (SLA), agent productivity, and many more.
Can automatic alerts be configured?
Yes, the system supports automatic alerts when critical thresholds are reached. For example, you can receive a notification if wait time exceeds a certain value or if there are too many calls in the queue.