Ameyo’s new inbound supervisor interface displays runtime data segregated on various parameters like average call handling time, average wrap-up time, abandoned calls per queue as well as overall resource distribution. The data is effectively presented in both numerical and graphical form to assist the supervisor in monitoring and managing agents, queues, call traffic and resource distribution to meet the process-specific SLAs. The supervisor screen accommodates view of not just real-time data but also historical data that enables the supervisor to identify variation in call flow over a period and accordingly allocate resources to balance it.
For an outbound campaign the most important factor is contact or sale. For this, the performance inputs from a call centers side would be maximum connects in the same lead set, first call resolution and minimal downtime. The supervision screen provides run-time snapshot view including lead performance, lead conversion (agent wise), telephony and connectivity performance. Any problem in final productivity is easily visible here and can be dealt with at the right time without much loss of productive time.
Ameyo’s advanced supervision interface is a supervisor’s delight. The key pain point of immediate problem identification can be answered via this unified screen. Interpretation of heaps of cluttered data that ate a lot of supervisor time has been preset in this screen with graphical charts to not just realize glitches but also strategize and obtain maximum profitability.