Call Center Supervisor
With the Call Center Supervisor client application, supervisors gain superior management capabilities to monitor and record agent calls, to determine training gaps and requirements. With the advanced reports available through the Innovate for Call Center solution, supervisors can determine appropriate staffing levels to manage costs while still effectively handling busy hours.
Preset reports show agent availability, call duration, login/logout actions, and agent call close times. Other reports, some of which are available to agents as well as supervisors, show caller activity, such as call abandonment rates, and averages of time to answer, wait time, and call duration.
CALL CENTER AGENT FEATURES
Call Control Functions- Auto Answer, Hold, Transfer, Conference, and Supervisor Escalation
Agent State Control Functions- Agent Login/Logout, Ready, Not ready, and Wrap Up
Auto Screen Pop-Ups- Incoming calls pop up on a Web interface showing information associated with the incoming call
Auto Dialer- Via Outbound Click-to-Dial and Outlook Directory Integration
Agent Activity Report- Agents can see real-time statistics directly on desktop.
CALL CENTER SUPERVISOR FEATURES
In addition to all Call Center Agent features
Agent Monitoring
Supervisor Barge In
Queue Monitoring and Manipulation
Real Time and Historical Reports
Call Center Reporting
Call Center Reporting is an application that provides real time and historical reporting for Innovate for Call Centers. Call Center Reporting resides on the Telovations Call Detail Server and provides a secure, partitioned, multi-tenant reporting solution.
Telovations' Innovate for Call Centers delivers a comprehensive call center solution designed for the small and medium enterprise (SME) market. In addition, innovative features that are not available in legacy systems extend the opportunity to serve the broader enterprise market.
Integrated with Innovate for Business or Innovate for Enterprise solutions, Innovate for Call Centers simplifies service packaging, eases user adoption, and speeds up service rollout-without the burden of customer premises equipment.
