There are 5 key sections of the Manager App:
- Call Log
- Account Settings
Let's go through all of the different sections.
Gain visibility into call center performance with the live activity feed. See who’s available, who’s in a call, and how long customers have been waiting.
On the Dashboard, you can see information and data, such as how many calls are in progress, how many are in the queue, and which agents are available at the moment to take calls. There’s information on total calls today and whether or not they were handled, blocked, abandoned, or failed. You can see the statistics on the hourly intake of calls for the day, which is useful for knowing when customers need the most help. You can see how quickly your agents are answering calls, as well as look at the specific calls that have been taken today.
Overview of what's happening NOW:
- Calls in progress
- Calls in queue
- Longest call in progress
- Longest delay in queue
- Available agents
Overview of TODAY:
- Total calls (handled, blocked, abandoned, or failed)
- Hourly calls
- Handled / Abandoned rate
- Service level
- Today’s Call log (LIVE)
Get a detailed view of call activity, customer service metrics and team productivity. Filter the results based on the date, label, agent, or call rating you would like to analyze and begin interpreting the data.
You can access the following statistics:
- Calls overview
- Service level - the percentage of calls answered (or abandoned) within 30s
- Time - average call time, average delay, total call time
- Hourly calls
- Customer satisfaction
- Agent satisfaction
- Calls by label
- Calls by country
- Call failures
See how your calls, service level, and satisfaction ratings are trending over time. Filter the results for an even more precise overview.
- Calls (handled, blocked, abandoned, or failed) on a Day/Week/Month timeline
- Satisfaction ratings - caler, agent
- Service level - the percentage of calls answered (handled) or abandoned within 30s.
Access details on all calls made to your organization.
Filter calls by agent, positive/negative caller ratings, see all calls with particular label(s), or search for a specific call by its ID.
In the account settings, you can manage your Specialized Help profile. This is where you as an admin can make changes of your organizational settings.
Please note that only people with admin access will be able to make changes to the settings. People with manager access can only view the settings.