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.
  • Customized roles and views empower everyone with the right information to do their jobs.
  • Role-specific logon authorizes 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.