Monitor from anywhere and on any device
Monitor in real time…
Monitor the communications and status of your agents, “listen” to conversations, “whisper” to the agent or join the three-way conversation.
… and monitor your team’s activity…
Access data, recordings or transcripts of all external or internal communications, by chat, voice or video.
…through a dynamic dashborad.
Follow the activity from a browser or App with any device. Filter by period, group, agent or whatever you need.
Watch for improvement
Controls in detail interactions with customers and employees
Measure productivity and the achievement of your target KPIs with the power of big data:
Visualise in a single window and in real time the number of incoming, outgoing and missed chats, whatsapps, calls and video calls.
Know the status of each extension and the details of all internal and external interactions.
Train your team by “listening” to their communications, intervening in them and communicating with them by chat or voice without the customer noticing.
And all with any device, anywhere in the world and at any time.
All conversations transcribed in text to follow the activity in real time.
Access full call recordings and on-demand recordings.
Monitor video conferences with video recordings stored in the cloud.
Filter and review the contacts attended, not attended, times… of the period you are interested in.
Find out the overall and per-agent quality of service index, in great detail.
Direct control and interaction with your team
Monitoring functions to manage the team
Change of status
Act on the status of any extension by modifying the reception of interactions.
Chat with the agent to help you manage interactions during your activity.
You can geolocate the extensions to know the location of the agents at any time.
Communicate by voice with your agent during the call to provide guidance without the customer noticing.
Access your agents’ conversations in real time to assess quality and monitor service.
Participate in a three-way call when it is necessary to intervene in the communication.
Time and attendance control
Use our software to control your employees’ working hours and comply with the regulations.
Create levels of supervision by filtering profiles by number, department, global…
All the information on your activity available in real time.
Advantages of the supervisor profile
The possibility of creating different supervisor views will allow us to adapt the panel to each control need.
A supervisor profile may be reviewing multiple interactions and managing agent activity simultaneously.
At any level
Create a single global supervisor with access to all agents or team supervisors according to your company’s needs.
The supervisor will be able to contact the agent via voice, video and chat depending on the need.
The supervisor profile is accessible from any location and device connected to the Internet thanks to webRTC.
The monitoring dashboard is very easy to use and interpret and will optimise the performance of supervisors.