Agent Activity | Nectar Desk

Agent Activity

 Monitor what your Agents were working on during the day

 Listen to call recordings right from the agent profile

 Control Your agents schedule based on Status changes

Always observing worker collaboration with your clients is the way to holding them and giving them the largest amount of administration. Microcall’s boundless reporting and Desktop Dashboards are precious to supervisors and call center agents who manage a call center or client service center.

Sample Customer Service related reports include:

Key Customer Call Reports: Are call center operators investing an unreasonable measure of energy 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.

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.

Voice message Reports: Which workers are giving calls a chance to move over to phone message?

No call records: Reviewing representative calls and being able to perform quickly prepares for raising fines related with ‘Don’t Call’ records.

Hourly Call Monitoring: Identifying the busiest hours of the day helps with fitting call center agent booking and staffing inbound-call-recurrence 2017

Constant Agent Reports: Agent synopsis data with penetrating down to detail helps administrators and call center operators make a prompt move.

Publicizing Campaign Measurement: The review of the reaction, created from particular advertising campaigns, figures out where to spend future promoting dollars.

Chase Group Reports: Are individuals calling specifically into the Hunt Group, or would they say they are being exchanged from another division?

Customer Contact Reports: Which customers do we contact regularly?

Call Termination Report: Reveals who fired the call – your representative, call center agent, or customer?

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