Real-Time Reporting
Real-Time Reporting
Callex’s Real-Time Reporting system provides live insights into call center operations, enabling supervisors to monitor ongoing calls and agent performance instantly. It supports advanced call monitoring features like Call Barge, Call Whisper, and Live Call Listening, ensuring effective quality control and agent assistance. Additionally, it displays ringing and pending call details, helping managers optimize call distribution and reduce wait times. With intuitive dashboards and instant updates, businesses can make data-driven decisions to enhance customer service and operational efficiency.
-
Call Barge – Allows supervisors to join a live call and take control if needed.
-
Call Whisper – Enables supervisors to coach agents without the caller hearing.
-
Live Call Listening – Lets managers silently monitor ongoing calls for quality assurance.
-
Ringing & Pending Call Details – Displays real-time data on unanswered calls, ensuring efficient call distribution.
It’s a live monitoring tool that provides instant updates on call activity, agent performance, and queue status, helping supervisors manage operations more efficiently.
-
1. What is the Real-Time Reporting feature?
It’s a live monitoring tool that provides instant updates on call activity, agent performance, and queue status, helping supervisors manage operations more efficiently.
-
What is Call Barge, and how does it work?
Call Barge allows supervisors to join an ongoing call and take over the conversation when necessary, ensuring customer issues are handled effectively.
-
What is Call Whisper?
Call Whisper enables supervisors to speak to agents during live calls without the customer hearing, offering real-time guidance and coaching.
-
What is Live Call Listening?
Live Call Listening allows supervisors to silently monitor agent conversations for quality assurance and training without disrupting the call.
-
Can the system display ringing and pending calls?
Yes, it shows real-time data on unanswered calls, pending calls in queues, and ringing calls, helping managers optimize call routing and reduce wait times.
-
How does real-time reporting improve call center efficiency?
It provides instant insights into agent workload, call queues, and call statuses, enabling supervisors to take proactive measures to enhance performance and customer satisfaction.
-
Does it work for both inbound and outbound calls?
Yes, real-time reporting supports both inbound and outbound call tracking, ensuring full visibility into call center activities.