NUVIA CLOUD CONTACT CENTER MONITORING & REPORTING - Telogiks

REAL-TIME PERFORMANCE MANAGEMENT

Manage staff productivity to assure a positive customer experience

What is the real cost of a bad experience? What if those negative experiences go unnoticed for months? The Nuvia Cloud Contact Center eliminates the guesswork and the negative repercussions of not acting. With Nuvia managers have the hard facts and the power to see if customers are waiting too long. They can quickly adjust staffing to meet demand and instantly see which staff are excelling and which need coaching.

Real-time Monitoring

Supervisors have real-time desktop and mobile access to queue and agent performance, providing the information they need to take action.

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Record All Elements of a Customer Interaction — Not Just Call Recording.

As contact center interactions move from the phone to the screen, call recording may not be relevant. Nuvia Cloud Contact Center can record the agent’s calls and their entire screen, preserving the entire flow of information between agent and customer – in any contact channel. Preserving an interaction protects the organization from inaccurate customer claims and offers an opportunity to review all aspects of an agent’s performance.

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MONITOR AGENT ACTIVITY

  • Agent name
  • Extension number
  • Skill set in use
  • Real time state of all phones
  • Agent status
  • Status duration
  • Number of call per agent
  • Average duration of call
  • Task agent is on
  • Non ACD calls per agent
  • Time of non ACD calls

MONITOR SKILL SET INFO

  • Skill set selected
  • Number of calls in each skill set
  • Age of oldest call in queue per skill set
  • Total calls per skill set
  • Number of calls answered
  • Average speed of answer
  • Number of call per agent
  • Agents ready
  • Agents available
  • Number of abandons
  • Abandoned %
  • SLA

CALL / SCREEN MONITORING & RECORDING

  • Real-time monitoring of active activities agent assures quality
  • Real time call monitoring
  • Real time viewing of agent desktop screens
  • Historical record protects organization
  • Documents a contextual flow of info between agent and customer
  • Opportunity to review all aspects of agent’s performance
  • More critical as interaction volumes move from voice to text
  • Stored locally in SAN

SUPERVISOR SCORECARD / CALLER SURVEY

  • Score Agent Performance Against Pre-defined Criteria
  • Reports Detail Agent Performance Over Time
  • Scorecard Reports enable Supervisors to retain history of previously scored calls
  • Caller Surveys give Supervisors objective data directly from customers

HISTORICAL REPORTING — TRACK PAST PERFORMANCE TO IMPACT FUTURE OPERATIONS

Nuvia Cloud Contact Center delivers and extensive reporting package that organizations use to gain valuable insight into the trends of their contact centers. Adjust staffing for peak periods or seasonal trends, see how wait times impact revenue or customer satisfaction. Nuvia provides the objective data required to make better decisions that can drive business outcomes.

Detailed information about:

  • Agent performance
  • Agent availability
  • Skillset performance
  • Caller experience
  • SLA
  • Activity item
  • More .

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