Integrated with an alarm system that alerts the supervisor when a value does not meet the agreed service level, it is the ideal tool to manage large amounts of interactions, somiultaneous campaigns and multiple agents groups
It gathers all the real time statistic information to obtain successful campaigns
Capacity to change agent status. It allows hearing queues in real time, and warns when an agent is not in his/her position. It permits logging out agents remotely.
Service level and efficency. Agents, campaigns and services status. Lotes, tasks and alarms status. Abandon rate, ASA, AHT, and more.
COACHING & CONFERENCE
Private chat between agent and supervisor even while calls are in progress. Notification sending for working groups or masive pop-ups. Real-time consultancy and coaching.
MULTIPLE MONITORING METHODS
Silent monitoring: intrusion into agent-client communication
Conference monitoring: inclusión into agent-client communication
Private or public chat between agent and supervisor (coaching or conference)
Through alarms module, visual alerts with changing colors allow supervisors detect crititcal situations according defined and established parameters.
Alarms module evaluates contact center key data to keep it within the tolerance range established. If any KPI is out of the ordinary, the tool alerts the user about the deviation to take corrective actions just in time and avoid a bad performance.
Real time información about the contact center operative performance
Thresholds, parameters and actions are easily set through a graphic interface
Monitor and review key business drivers
Evaluate and identify through threshold setting when critical conditions requires prompt action
Alarms are sent to supervisors and administrators through different channels
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