Management can seamlessly view and understand all call activity. This includes, the number of callers in call queues, average wait time, the number of abandoned calls, and other relevant call queue and hunt group information are at supervisors’ disposal in real-time.
The status (i.e. “Available”, “On a call”, “Busy”, “Lunch”, “Offline”, etc.) of each agent is measured and visible as is the disposition (i.e. “First Call Resolution”) of each call along with the number of calls offered, average ring, talk and hold time.