Detailed Agent Reporting
Realtime and Historical information on agents efforts and productivity
View Agent Stats in Real-Time
Realtime information is critical to micro and macro adjusting your call center to meet changing needs throughout the day. Sort and download the following statistics to leverage data for optimal staffing and marking levels.
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Sessions ReportColor coded comparisons show you which agents perform the best, and how all other agents compare in total login time, talk time, idle time, and percent available. Create pause codes to detail why an agent was not taking calls at any portion of the day. |
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Talk TimeInbound and outbound call comparisons are import to see which agents actively place outbound calls and who waits for the phone to ring. Average talk time can pinpoint the most and least efficient agents The most common Metric for comparison is often used daily for stick, carrots, and contests. |
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Calls Per QueueSkill levels and specialties can place agents in multiple queues. Easily see ratios and quantities of calls per queue for each agent |
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Time ClockMeasure the time Agents are working from the moment they are ready to take calls and stop that clock the moment they log out. Agents will be at their desks quicker and for more time when that's what counts their hours. Prevent the many hours of productivity a week that can me lost to office social and in building travel times. |
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Recent Posts
The hidden cost of unlimited dialer plans
Posted on Thursday June 21, 2018
Hidden Costs- The hidden cost of a dialer service is the human agents. While a phone call might cost you 2¢ a minute. Agents in the US cost about 25¢ a minute after wages, taxes, rent, etc…. Reducing agent wait time should be your biggest concern That is the purpose of a dialer. To reduce the expense…
Considering switching to VoIP? Done right it will raise your efficiency to a whole new level.
Posted on Wednesday November 15, 2017
Cloud, Digital, SIP, IP. It’s all Voice over Internet Protocol or VoIP for short. It uses your office network and internet connection instead of complex wiring to a machine in your building and the old local phone company. Any person can plug in common VoIP devices like Phones and Fax machines just like they would…
Manually Configure a Yealink T20P, T22P, T26P, T28P IP Phone
Posted on Tuesday March 24, 2015
Configuring a Yealink T20P, T22P, T26P, T28P IP Phone to Register 1. Start up your Yealink IP phone and identify its IP address. To find your phone’s IP address, simply press the OK key on the phone. In this example we’re going to assume that the IP address of your Yealink phone is 192.168.1.20 .…
Add a Fax Number and user in FreevoicePBX
Posted on Thursday March 19, 2015
Originally posted on Call Center Solutions in the Cloud:
Choose new Fax number from http://www.freevoiceusa.com Select VoIP phone service Select Phone Numbers Choose a new number with T38 enabled (value 1) Add to cart and Check out Next go to (your system).freevoicepbx.com/maint Select PBX set up Select Extensions page Select User to Receive FAX Scroll…
Phone system Call Logic for Selling Leads
Posted on Thursday March 05, 2015
Lead generation is the hot new industry in telemarketing. Selling leads for health insurance, student loan debt, and mortgages is a hot and expanding rapidly in 2015. The process is simple with a few variations,but you will need a specialized call center provider that can not only hold and transfer, but create 3 way calls that…