Quantitative control: activity monitoring

Call center applications allow you to control quantitative indicators on-line, and verification of the archived ones with the option of preparing summary limited only to required indicators.

Verification of consultant working time proceeds on several levels. Time of arrival and leaving the workplace is verified by means of proximity cards. Start time of work is verified by logging in to computer system.

Call center application which is an essential tool for the coordinators presents on-line and historical data. Coordinator is able to verify the activity of the consultant: call duration, number of connections and their length, the number of breaks, the reasons for a break.

Activity is controlled by the coordinators based on the number of incoming calls, calls waiting, duration of the waiting time.