Agent Activity

Agent Activity

Here’s How Agent Activity Works

Key Customer Call Reports: Are call center operators investing an unreasonable measure of energy in managing certain customers? Provided that this is true, it might imply that a specific worker is not dealing with the records successfully. Or, on the other hand, it could flag a customer that is disappointed with your item or service and may require administration intercession. There may likewise be call center agents who invest too little energy with specific customers and these customers are not accepting the best possible time and consideration they require. Therefore, our advanced analytics of agent activity contains all vital metrics, such as:

  1. Call Tracking Reports: Analyzing Ring Times, Abandoned Calls, Shared Lined Activity, Agent Activity, and the sky is the limit from there, gives a smart thought of how calls are taken care of and how this affects customer service.
  2. Voice message Reports: Which workers are giving calls a chance to move over to phone messages?
  3. No call records: Reviewing representative calls and being able to perform quickly prepares for raising fines related to ‘Don’t Call’ records.
  4. Hourly Call Monitoring: Identifying the busiest hours of the day helps with fitting call center agent booking and staffing inbound-call-recurrence 2017
  5. Constant Agent Reports: Agent synopsis data with penetrating down to detail helps administrators and call center operators make a prompt move.
  6. Publicizing Campaign Measurement: The review of the reaction, created from particular advertising campaigns, figures out where to spend future promoting dollars.
  7. Chase Group Reports: Are individuals calling specifically into the Hunt Group, or would they say they are being exchanged from another division?
  8. Customer Contact Reports: Which customers do we contact regularly?
  9. Call Termination Report: Reveals who fired the call – your representative, call center agent, or customer?

By the way, if a majority of your team is remote and you would like to precisely monitor their activity I recommend checking the Time Doctor app – click here.

Observe agent performance metrics in real-time.

Provide vital insights into customer preferences.

Help agents promptly manage customer inquiries.

Allow agents to set goals and track their progress.

Gain practical insights to inform decision-making.

Control agent availability and workload easily.

Increase Productivity with Advanced Analytics

Unlock the potential of increasing productivity with advanced analytics in agent activity tracking. So, you can gain a comprehensive understanding of agent performance, customer interactions, and operational trends. This enables informed decision-making processes for targeted optimizations and resource allocations. With real-time visibility into key metrics such as call volume, resolution rates, and agent availability, organizations can proactively identify areas for improvement and implement strategic initiatives to enhance efficiency. By leveraging advanced analytics, companies can empower their agents with the tools and knowledge needed to deliver exceptional customer service while driving operational excellence.

Powerful alone,
but even better with: