Real Time Supervision
inConcert Supervisor is a powerful, real-time, and unified supervision console. It provides statistical information on configurable views and graphs that are of easy access for the supervisor. The console is 100% web based, so you can supervise a thousands agents operation from anywhere on the world, the only requirement being your favorite browser.
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features
Each supervisor has her own configurable dashboard-view.
Move agents between campaigns to anticipate load.
Detect critical situations and deviations in real time through dynamic indicators.
Customize alerts for queued calls, abandon rates, agent's break time and much more.
Supervise your agents from a remote location.
Perform silent monitoring.
Supervise any type of interaction in real time: calls, chat, emails, etc.
Execute online and offline voice call monitoring.
Chat with agents within the console.
Participate in agent and customer conferences.
Watch service metrics using real-time charts.
Customize charts to show the relevant information for each case.
Control up-to the minute stats for abandonment rate, agent states, interaction states, agents talking time, waiting time.
Complete Supervisor Dashboard View
Multiple campaign view, with statistics, agent´s state charts, integrated chatting and much more.
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Products
- inConcert Allegro Contact Center
- inConcert IVR
- inConcert Voice Blaster
- inConcert Social Desktop
- inConcert D2C
- inConcert Survey
Solutions
- Customer Service
- Telemarketing
- Collections
- Outsourcing CCO / BPO
- Government
- Political Campaigns
- Telco
