Call Center Agent Reports
Gain instant visibility into the performance of your call center agents
CallTrackingMetrics’ real-time agent reporting provides you with a real-time 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.
In conjunction with the reporting CTM provides on calls driven from your online and traditional advertising channel performance, it’s important for you to know what is happening with those calls once they hit your call center.
Our agent call reports will show you:
- Conversions (dollar and quantity) by agent
- Calls taken by agent
- Calls missed by agent
- Average score of calls by agent
- Agents available, unavailable, busy, or in custom statuses
- Outbound and inbound calls handled by agent
- Calls missed, answered, or busy
Customers use this information to identify performance issues in their call center and to understand which advertising channels and agents are leading to the most conversions.
As calls come in to your tracking numbers, you and your call center agents will see them in real-time. Agents can enter notes, emails, scores, and conversions for each of their calls right in the call log.
Associate conversions, ratings, and call quality back to the correct advertising channel and agent.
With each call, you will know:
- Caller name
- Phone number
- Advertising channel
- The ad that led to the call
- Keywords used by the caller
- Pages they viewed on your website
- Caller history
As a manager, you have the ability to listen to the recordings of all of your calls, live listen on calls as they happen, and send notes to your agents in the system about particular calls.
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.