Provide Visibility Into Call Tracking and Call Center Performance
Gain instant visibility into the performance of your call center agents
CallTrackingMetrics’ real-time agent reporting provides
you with a live dashboard view into the current activity in
your call center. With one glance, you will know your
current call volume, what your agents are doing, and how
performance has been for the day so far.
Analyze Your Team in Action
In Manager Mode, a side panel can be launched with activity details for specific agents. This gives you a high level
rollup of the actions an agent has taken throughout the day including their most recent activities. It also allows
you to take immediate action on a call by facilitating the following functions:
Listen to an active call (in progress status) as opposed to
listening to the recording of a completed call.
Take control of a call and remove the current agent without
requiring a transfer.
COACH AND WHISPER
Speak to agents during an active call without the caller hearing
you. Provide real-time feedback or suggestions to that agent.
Remotely terminate the call.
In-depth Agent Analytics
Retrieve targeted agent data within a specified timeframe with the Agent Reporting dashboard. Get very
granular, up to the minute visibility into either individual agent or team productivity as a whole.
Integrate with Salesforce
CallTrackingMetrics also offers integrations with systems like Salesforce so that your agents don’t
even have to leave the Salesforce interface to see all the rich detail about the caller and update
conversion and rating information.