5 Tips to Monitor your Call Center Agents with xCALLY SHUTTLE

Nov. 4, 2014 - PRLog -- Call Center Monitoring services can significantly help managers and supervisors to improve the Contact Center performances.

Understanding the importance and the need to analyze and monitor calls and agents, the new xCally Shuttle release offers to Managers concrete methods and tools to establish a good call center quality management system.

Let's see them!

1. Monitor Agents Status

The Agents Realtime Monitoring it’s one of the main key features of xCally Shuttle; this section it’s fundamental because it gives the opportunity to optimize in real-time the Call Center performances, thanks to the embedded Asynchronous technology.

The dedicated Real Time section allows the Supervisor to monitor deeply Calls, Agents, Queues, Integrations, Trunks and Dial Plans.

From the Realtime dashboard the Supervisor can:

- monitor the Agents Status (on pause, up on a call…)

- pause/unpause Agents

- monitor the global real time calls.

Agents and Supervisors can manage different kinds of pause Status, which can be created in the xCally Shuttle Pause Settings.

2. Use the Asterisk ChanSpy

The Asterisk chanspy function allows to:

- monitor the customer care service’s quality, listening to calls;

- help Agents, whispering into conversations.

xCally Shuttle provides a dedicated section which helps the Supervisor to create and manage different ChanSpy, according to his needs.

For example:
- The supervisor can listen and talk to the agent. The customer will not listen to the supervisor voice.
- The supervisor can only listen the agent channel (neither the agent nor the customer will listen to the supervisor voice).
- The supervisor can listen and talk both to the agent and to the customer, like a pure 3 way conference room.

3. Manage Supervisors

One of these methods can be found in the Settings – Users section of the xCally Shuttle v2 solution.

Here the Call Center Administrator can create Supervisors profiles and, thanks to the Permissions section, associate to  each Supervisor specified Agents and Queues.

It’s really quick and simple create/remove Supervisor-Agent or Supervisor-Queue associations; in this way each Supervisor user will be able to see just the reports and real time infos related to his assigned Queues and Agents, carrying out a targeted and deep analysis.

4. Record Calls

Calls can be automatically recorded and stored in the xCally Shuttle Audio – Monitor section, where Supervisors can listen or download them, monitoring the agent performances, and find detailed informations about every call (the caller, the hold time, the call time, the date…).

Call Recording can be managed for:
- Inbound calls, for each single Queue;
- every call corresponding to an Outbound route.

You can choose the preferred audio format, .wav or .gsm. The .wav format allows to listen calls preview directly from the xCally Shuttle interface through a web player.

Recorded calls are really useful also for Agents;  if the Supervisor gave them the Monitor Module permission, they can listen at any time to their managed calls to better understand the customer’s needs and improve the Customer Care service.

5. Analyze Reports

The xCALLY Shuttle solution also includes the Analytics section, containing the Asterisk Reporting Tools.

Thanks to the advanced Business Intelligence module, supervisors and administrators can design their own metrics and also analyze their call center performances through a list of Reports ready to use.


Discover xCALLY Shuttle v2!

Free Trial: http://cloud.xcally.com/

Video: http://youtu.be/D3n6K6QYkNo?list=UU_nkO9h1A7HlVyiUICO17oA