Data can be quickly displayed in a variety of ways, to suit each user’s preferences.
Track inbound and outbound agent activity using vital metrics such as calls handled, wait times, logged in time, active time, wrap times, break times and a whole lot more. Performance issues can be highlighted red or orange based on customisable thresholds.
Prior to implementing Premier’s cloud contact centre solution, our business had no way of reporting on individual staff members’ productivity. But it’s now easy for us to measure and manage staff performance, and the results speak for themselves. The increased productivity has meant that we can process more customer calls, more quickly than ever before, and the satisfaction of both our customers and staff has gone through the roof!
Danielle Wright, Customer Service Team Leader
Queue overviews give you instant oversight of a range of key metrics across a number of inbound and outbound queues, allowing quick and insightful decisions to be made to improve service levels and efficiency.