Real-Time Monitoring for 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.