Agent Performance Analytics
- Monitor the percentage of successful calls
- Analyze metrics of agent performance
- Control agent behavior during a day
Here’s How Agent Performance Analytics Works
Nectar Desk’s call center analytics display various reporting metrics for every liaison. They include number, time, and speed of all calls. There are more properties of calls like inbound, and outbound. As well as answered, unanswered, and more. This provides a quick and easy analysis of every liaison’s operations. Furthermore, it will help you give individual, statistical suggestions to every employee in your team.
You can find agent statuses in the Nectar Desk liaison reporting dashboard. So, statuses are divided into available, busy, as well as, offline. Notified if any liaison is in training, on break, or offline. Likewise, Nectar Desk also lets you view groups or sub-groups of call center liaisons within your team. These are termed ring groups. Presets, as well as, configurations help you create and edit a ring group.
Use the drop-down menu on Nectar Desk’s reporting dashboard. All of the information stored for that particular group will be shown on the dashboard. This is a simplistic and holistic approach. It helps to review the working behavior and performance of every single liaison and also different liaison ring groups.
Identify areas for additional training or support.
Get vital insights into call handling processes.
Provide constructive feedback for your agents.
Maintain a work-life balance for your agents.
Reduce average handling time and escalations.
Motivate your employees to reach new heights.
Enhance Mobile Accessibility and Flexibility
Nectar Desk has a simple and useful dashboard application for mobile devices as well. The management at your call center can always track down data outside of your office. We stand for Call Center Agent Performance Analytics Dashboard smartphone application. It is also a flexible call-tracking software. Because you are able to locate several call centers of multiple skill sets and departments. Recruit new employees through. Check the availability and statuses of liaisons in your call center by utilizing Nectar Desk Agent Performance Analytics to its fullest.
Powerful alone,
but even better with:
