CallMap callwatch
With CallMap CallWatch Real-Time Monitoring, you can see what's going on in your Contact Centre - as it happens.
Monitor a campaign, a team, an individual advisor. Compare performance. Use advisor photos, alarms, and state monitoring - instantly drill-down on any activity, to see exactly what your Advisor's been doing, and monitor their performance against targets you've set ... over any period of time you choose.
CallWatch features
- CallWatch provides a graphical view of activity in your call-centre, as it happens - with instantaneous feedback on who’s doing what, and how long they’ve been doing it for.
- View advisors working on any particular campaign or campaign group, or restrict the view to a particular team. Set start-up defaults for a specific Team or Group.
- Immediately compare performance statistics between teams or individual advisors – use CallWatch ‘QuickFilters’ to create detailed performance comparisons for today, yesterday, week to date, month to date, etc. Easily configure your reports to suit the terminology of your business, and the performance statistics that are most important to you.
- Record periods of activity and save them for playback later. Any recording you make can be filtered using CallWatch tools to watch a specific campaign, or team.
- Use photographs to speed identification.
- Set user configurable alarms to notify you (and optionally, your advisor) when any calling activity, or section of normal advisor activity is taking longer than normal. You can even get CallWatch to automatically send a non-obtrusive message to your Advisor when they trigger an alarm.
- Drill down on advisor activity – view selected activity history at transaction level, or summarised.
- Set up, preview and print your personal analysis report formats. Advanced search tools let you find any particular activity or events. Export your reports to your intranet, as a web page, or to Microsoft WordŽ documents or ExcelŽ spreadsheets. E-mail your extracts direct to colleagues and clients with optional personalised messages, encryption and password protection.