Whether it’s for training purposes or to ensure that your call center agents are offering the highest level of service to your customers; there are times when you, as a supervisor, need to hear what’s being said.
Maybe an agents’ numbers are going down and you want to offer them more guidance and constructive feedback or maybe you want to praise an agent for a good job done. If you’re not aware of what’s being said over the phone how can this be made possible?
Enter Supervisor Mode. With mConnect you can enable the Supervisor Mode which allows you to monitor real-time calls. It’s simple to do from within your omnichannel dashboard and enables you to ensure call quality.
To enable the supervisor mode:
If you haven’t done so already then try mConnect for free for 7 days and see for yourself how you can transform your call center to a next-gen contact center.
You can now generate more granular and detailed call reports based on DIDs, Call Groups and Call destinations. These reports are ideal for contact centers that have large amounts of incoming and outgoing call traffic and need to be able to break down their call data in different ways. Filter by Date Range Generate call
We’ve just released a new functionality for supervisors to rate their teams directly from a call recording. This makes it easier to provide feedback directly to a call and not having to try and explain the call in question. As you can see from the image above, a supervisor can listen to a recording from
Sometimes you need to get information fast and without too much analysis and number crunching. This is where our new PBX heatmap report comes in to play. The new heatmap allows you to discover which days and times are your busiest based on the number of concurrent calls happening during that period. For example, in
