Screen monitoring makes it possible to supervise contact centre activity in real time and to act directly on advisers in order to optimise their performance.
Manage adviser activity in real time
Via an entirely configurable and customisable interface, supervisors can supervise and interact with the customer service, display statistics, measure service quality, initiate recording, adjust agent profiles and provide support.
- More than 800 indicators natively available.
- Display external content from multimedia, links or iframe.
- Select the number of tiles to display, assigned alerts and screen-size configuration.
- Direct interactions with advisers: status, messages, listening, prompting, etc.
Advantages and benefits
Real-time intervention according to activity flow.
Establishment of control and validation rules for delivered messages.
Creation of partitioned and user-adapted supervisor views.
Smooth and intuitive build of screen monitoring feature.
Fully customise supervisor views according to business needs.
Full monitoring of activity on all communication channels.