Supervisor control ensures quality

CTI provides rich real-time data that can be continually assessed as well as giving management the tools to ensure quality and efficiency through a number of effective tools within the supervisor control function:

• Agent and queue visibility – to monitor how many calls are waiting and longest call waiting times
• See agent status and for how long they are in that status
• Monitor and control agent call activity
• Listen in or intrude on calls, steal calls, and force agent state changes
• Identify areas for improvement
• Reporting
• View real-time and historic information
• Run reports on demand and schedule automatic reports

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