MS Teams Application for monitor and manage Contact Center.
GTL Contact center Application that allows you to interact with your customers through multiple channels, such as phone, email, live chat, and social media. The goal of GTL contact center is to provide a seamless customer experience across all channels, allowing customers to switch between them without interruption.
GTL Contact center Application helps supervisor for overseeing the day-to-day operations of the customer service team. This can include managing and motivating employees, monitoring and evaluating their performance, and providing training and development opportunities.
GTL Contact center Application ensuring that the call queue meets its service level agreements and performance goals, such as response time, call handling time, and customer satisfaction. They may also be responsible for managing the contact center's budget, monitoring and analyzing key performance indicators, and identifying and addressing any issues or problems that arise.
The call queue summary is a useful tool for supervisors and managers to monitor and analyze the performance of the call queue and make data-driven decisions to improve customer service. This information can be used to identify any issues or bottlenecks in the call queue and make adjustments to improve the customer experience. The call queue summary provides an overview of the performance of the call queue, including metrics such as the number of calls in the queue, the average wait time, and the number of calls that were abandoned.
The supervisor or manager can monitor active live calls in real-time, in order to ensure that the agents are providing excellent customer service, and to coach or provide feedback to the agents. The calls are recorded for quality assurance and training purposes. These recordings are usually used to evaluate the agent's performance, identify areas for improvement and provide training for the new agents. The active live calls are an important part of a contact center's operations, and play a vital role in providing high-quality customer service.
The call queue details provides an overview of the number of agents, the status of the agents, including metrics such as the number of calls serviced by the agents, the over all time spent by the agent with the customer, the average wait time, and the number of calls that were abandoned. This also show other information such as the number of calls that were answered by agents, the number of calls that were transferred to other queues or departments and the number of calls that were handled by an automated system such as an IVR.
The agent activity report provides valuable insights into the work hours of individual agents and can be used to improve the overall effectiveness and efficiency of the call queue. The agent activity report can be used by supervisors and managers to monitor and evaluate the working hours of individual agents and to identify any areas of improvement. It can also be used to recognize top-performing agents and provide feedback or coaching to those who may be struggling. The report can be generated on a daily, weekly or monthly basis, it can also include data on attendance, schedule adherence, and training completions.
The agent performance report provides valuable insights into the performance of individual agents and can be used to improve the overall effectiveness and efficiency of the call queue. The agent performance report can be used by supervisors and managers to evaluate the agent's productivity, efficiency, and adherence to the company's policies and procedures. It can also be used to identify the best and worst-performing agents, as well as to track the progress of agents over time. The report can be generated on a daily, weekly or monthly basis, it can also include data on attendance, schedule adherence, and training completions.
The agent productivity report provides valuable insights into the productivity of individual agents and can be used to improve the overall effectiveness and efficiency of the call queue. Supervisors and managers can use the information provided in the agent productivity report to identify patterns and trends, such as the time of day when the agents are more productive, the type of interactions that are taking longer to handle and the impact of different training and coaching methods on the agent's productivity. It can be used to evaluate the efficiency and effectiveness of individual agents in handling customer interactions, and to identify areas for improvement.
Global UC is one of the largest and most important cloud telephony companies. We aim to assist small & large businesses simplified and bring efficiency to their voice communication.
We replace the most important challenges of traditional phone systems like EPABX, PBX and permit global businesses to use world-class APIs to make a reliable communication system.