Reporting & Analytics
Supervisors can see how many agents are on a call, how many calls are waiting and dynamically make changes based on current needs.
Supervisors also have access to real-time insights, as well as historical data.
Listening and whisper permissions allow you to coach your agents as necessary and barge when you need to jump in and support your agent on a call.
Queue flexibility enables supervisors to strategize how to best utilize their agents. Queues can be set up based on availability or a tiered approach based on agent skill-level.
SMS queueing allows your agents to support customers via text.
The future is here now. Don’t catch up to technology, have technology keep up with your demands.