Call Center Manager

state view of queues assigned to Manager, organized in separate windows (CC queues windows are automatically refreshed to reflect the current state of work of the queue and its agents),
presentation of the total number of calls with customers in a specific time unit (hour, day, week, month), divided into telephone contacts (incoming and outgoing calls), redirected through the queue,
presentation of the total number of contacts ineffective in a given unit of time (abandoned connections, missed calls),
presentation of the total number of contacts with customers in a specific time unit successfully completed in the first contact,
call-back of abandoned and lost numbers,
analysis of working time and events of Agents (e.g. salesmen, consultants or service technicians)
preparation of schedules for distribution of reports (daily, weekly, monthly),
generation of graphs of average waiting times of incoming calls and calls with exceeded SLA time (Service Level Agreement),
detailed preview of calls and event logs of agents (e.g. salesmen, consultants or service technicians) and queue connections,
a list of Agent’s tasks (e.g. salesmen, consultants or service technicians) – numbers to call back together with a logbook.