SpeakEasy Agent View

SpeakEasy AgentView, provides a number of reports designed to provide a Call Centre Manager with even greater visibility of their team’s performance.

These include:

Call Detail Report - This includes comprehensive details for every call that passes through the call centre. The information includes timestamp, source queue, digits dialed by caller (if entered via SpeakEasy IVR), duration and wrap-up time.

Agent Report - This includes performance analysis of each agent on a daily basis. The information includes total calls answered, average and longest durations, along with equivalent data for wrap-up and idle periods.

Queue Report - This includes comparison of each queue against user-defined SLA (service level agreement) criteria. The information includes percentage of calls per queue meeting SL1 and SL2 criteria.

In common with existing SpeakEasy reports, AgentView can be configured via a series of easy-to-use “wizards”. The results can then be stored as templates for quick re-use as and when required. All information can be exported in the following formats:

Microsoft ™ Excel

CSV (Comma Separated Variable)

HTML

Benefits

· Greater visibility

· Optimal performance

· Service level indicators

· Detailed historical information

TOP