Call Reporting
Our call center metrics include data on incoming and outgoing calls, missed calls, calls disconnected while on hold, and those disconnected in the interactive voice menu. We also track recurring calls, SLA compliance, incoming call work versus non-work call statistics, and incoming call forwarding statistics within the interactive menu. Additionally, we analyze incoming, answered, and unanswered calls per hour, the quantitative volume of unanswered calls (both hourly and total), the number of redial attempts, and the status change to 'completed call' upon receiving feedback. Data management includes time-based searches, filtering options, export capabilities, numerical percentages, and other key data numbers for comprehensive analysis.
Operator Work Time
On the current working day, according to operator activity, we track login and logout times, the number of incoming and missed calls, as well as hold time (minimum, average, and maximum), talk time (minimum, average, and maximum), ready time (minimum, average, and maximum), and not ready time (minimum, average, and maximum). We also monitor outgoing calls and outgoing call time (minimum, average, and maximum), as well as received and answered calls during operators' shifts. Additionally, we measure perceptibility percentage (minimum, average, and maximum), call duration (minimum, average, and maximum), and the busy and free statuses of operators. The program includes functionality for logging in and out operators, generating reports on used statuses, tracking the sequence of status changes, and recording delay times associated with specific statuses.
Unified Operator Panel
The system tracks the number of calls received, answered, made, and missed by the operator during the day and provides callback functionality for missed calls if needed. It includes the ability to search for a specific addressee and view call duration. Statuses can be managed as active or in break callback mode. The system also features contact creation functionality for incoming and outgoing calls with the following information:
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Date (when the phone call was made or received)
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Name
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Surname
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Phone number (automatically filled)
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Drop-down menu to select pre-written case
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Content
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Characterization and comment field
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SMS template and email functionality for sending mail
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Ability to search for contacts received by the operator during the day
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Reporting by content, products, promotions, and sent emails and SMS.
Operator statistics
We track metrics such as incoming, outgoing, missed, and disconnected calls, as well as missed calls and call duration (full, average, and maximum). We also monitor the call termination initiator (operator or subscriber), SLA compliance, and present statistics both numerically and graphically. Additional features include caller number identification, search capabilities, and options to listen to and download recorded calls. Data filtering allows for exporting by direction (incoming/outgoing), status (answered/no answer), call duration, waiting time, and phone number.
Interactive Voice Response
The interactive voice menu supports a multi-level hierarchy and enables processing of received calls with predefined logic, such as prioritizing incoming calls within the system or blocking them. Additionally, it allows for greeting incoming calls and placing advertisements.
Call Search (Inbound / Outbound)
The system provides a means to search for incoming and outgoing call records through filtering by operator number, subscriber number, and time. It also supports listening to and downloading these records.
Phone Functions
The system supports features such as mute, hold, transfer, and the ability to change the operator.
Call Queuing
Call distribution in queues.
Call Recording
Ability to record incoming, outgoing, and transferred calls.
Barge In / Listen In / Whisper
Real-time listening to and dictation for operators.
Real Time Queue Statistics
Real-time display of waiting callers.
Real Time Queue Statistics
Real-time display of incoming and outgoing calls in the system.
Link Company Directory with LDAP
Internal company telephone directory.
Wallboard
Incoming and outgoing calls, missed and received calls by operators, real-time SLA reflection, and current operator statuses (talking, busy).
Supervisor can Log Agents In/Out
The supervisor's ability to change agents' statuses from active to passive or vice versa.
Callback Management
Ability to automatically or manually redial missed calls.
CRM Reporting
Ability to report CRM input information.
Auto Dialer (Data Base)
Automatic callback service using information from the database.
Auto Dialer (Voice)
Automatic call service with a voice message to specified numbers.
Auto Dialer IVR (Data Base)
Automatic callback service with interactive menu suggestion functionality.