Know each agent’s performance to identify coachable moments and reward positive outcomes
Visualize call outcomes grouped by teams to determine which supervisors are driving better NPS
Monitor inbound queues and agent capacity across multiple IVRs to optimize agent assignments
Analyze duration per call stage and agent status to determine where operations are slowing down
Be confident that nothing falls through the cracks with the ability to set thresholds for any widget or metric and automatically be notified by SMS or email
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