eQueue Monitoring & Reporting

Managers and supervisors must have timely, accurate information available in order to optimize contact center performance. This requires access to real-time and historical statistics that are both easy to understand and easy to use. With the eQueue’s Supervisor WorkSpace, vital contact center performance indicators can be tracked from a graphical interface that updates instantaneously. It also provides the ability to generate customized historical reports showing all pertinent information required to improve agent performance and make mission critical decisions.

Key Features:

Real-Time Monitoring

Supervisor WorkSpace monitors numerous system statistics including the number and type of contacts queued, longest wait time, after work time, service level percentages, and a range of other productivity measures.

Agent Detail Display

eOn Supervisor Workspace, specifically designed for real-time monitoring in multi-media contact centers, allows managers to ensure that phone calls, e-mails and Web interactions are handled with high quality and within required service levels.

Historical Reporting

The eQueue provides a multitude of historical reports containing a comprehensive array of detailed statistics. Reports are available on-demand or scheduled for routine or future printing needs.

Agent in Mode

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End-to-end Transaction Reporting

With the eQueue Multi-Media Contact Center Solution, many capabilities such as ACD, PBX, IVR, and voice recording, are all integrated onto a single platform. This tight integration eliminates many of the technology barriers that make true, end-to-end contact center reporting difficult.

Multi-Media

eQueue Reporting tracks customer contacts across all media channels - voice, e-mail and chat. Regardless of how a customer chooses to communicate, eQueue Reporting provides the customer-centric reporting capabilities needed to accurately manage the consistent delivery of an enriched customer service experience.

eQueue Monitoring & Reporting Key Benefits:

Observe and react to contact center performance issues before they escalate.
Real-time key performance indicators are right at your supervisors’ fingertips, making it easy to proactively manage service levels and agent performance.
Customize contact center performance metrics to align with key business reporting needs.