History of Communications
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Call recordings with the possibility of playing, commenting, exporting to CSV, and downloading
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Selection of recordings storage period
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Conversation search by extended parameters and key words
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Call markup with the ability to add comments and transcribe voice into text
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Visualization of call statistical information
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Advanced opportunities for customer service monitoring, and improvement
Analytics & Reporting
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A built-in analytics module with flexible settings for customized reports
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Detailed call, chat, agent, and workflow statistics for the selected period
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Powerful tools to analyze call data, agent performance and key indicators of call center work
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Detailed reports based on the specified metrics
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30 ready-made widgets to visualize results, and individual reports on request
Customizable Workspace
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Smooth handling of all communications in one interface
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The adjustable working environment for convenient agents' work
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Different modes for call and chat processing: answer, hold, transfer, conference
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Real-time dashboards on the contact center state
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Easy access to agent's statuses, pauses, and personal productivity
Supervisor and Auditor apps
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Supervisor, a web application for monitoring and managing agents' work
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Full access and control over queues, agents, and active calls
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A special mode for call listening to keep an eye on client service and help newbies advise customers
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Extended filters to manage statistical data for displaying
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An Auditor module for evaluating employees' performance: creating questionnaires, marking quality, calculating ratings, and much more