Real-Time Monitoring for Your Contact Centre
Stay on top of everything with real-time monitoring of your contact centre.
8x8 Virtual Contact Centre software monitors real-time contact centre statistics including:
- Queue information
- Interactions in progress
- Agent stats
- Other key performance indicators (KPIs)
Real-Time Contact Centre Monitoring
- An easy-to-configure “wallboard” shows the data required to ensure SLAs are met and provide the best customer experience possible.
- Supervisors can stay on top of what’s going on without being tied to their desks—with displays on wallboards, tablets or mobile phones.
- Customised roles and views empower everyone with the right information to do their jobs.
- Role-specific logon authorises supervisors to monitor agents and customer interactions from any location. Supervisors’ access can be limited to the specific group of agents they manage.
- Barge-in feature allows supervisors to monitor agent calls and “barge-in” to the call in progress if assistance is required—or provide suggested answers through chat.
- Ensure quality of call centre customer service and sales.
- Track and improve call centre performance.
Monitor queues, agents and interactions from anywhere.