Voice Monitor by Enreach

Voice Monitor is a real-time monitoring product designed especially for call center operations and for customers with need to understand currently ongoing call and user activities. It utilizes call, service pool and user status information to offer real-time visibility and cumulative current day information for call center managers, team leaders and other roles requiring full picture of what is happening now.

Status - Real-time monitoring allows managers and team leaders to monitor the queue status and resourcing of service calls and the status of users/agents in these queues.

Open

Real-time monitoring of queues and users

Summary of currently available features

Service queue status

• How many agents are active / serving currently in a certain queue?

• How many agents are free / on call in a certain queue?

• How many callers are currently waiting in the queue

• What is the longest waiting time per queue

User status

• What is the current availability status of the user?

• How long the user has been in the latest state?

• Is the user currently in a call and in which service queue and how long has the call lasted?

• Is the user currently in wrap-up mode and how long it will last?

Call list and Callback monitoring

• How many callback requests are currently open, total and per callback list?

• How many agents are active in different callback lists?

Metrics - Today's cumulative information on the number of incoming service calls and service levels.

Open

Summary of currently available features

Calls today

• How many agents are active / serving currently in a certain queue?

• How many agents are free / on call in a certain queue?

• How many callers are currently waiting in the queue

• What is the longest waiting time per queue

• How many calls have arrived today?

• How many were answered?

• What was the average talk time?

• How long average did the callers have to wait?

• How many % of the calls were answered?

• How many % of the calls were answered within the pre-defined time threshold eg. 20 seconds.

Filtering

• Queue/User binding when using filters

• Limiting the user status view based on certain users, teams, departments, locations.

• Limiting the user service queue based on service pool name, group or location.

• Limiting the call back list view with call back list name

Detailed user guide

Voice Monitor, user guide

Release notes and roadmap

Voice Monitor, release notes