Coaching Queue
It allows managing user roles to access the list of agents that require coaching.
Call Listening Company
Call Listening Company includes a dashboard solution for call quality assurance agencies. Thanks to this dashboard system, call centers will be provided with actionable data and results obtained by monitoring every customer interaction.
Idea
Real people listen to and evaluate your calls, while combining transcription and keyword flagging to bring you the best of both worlds using a cost-effective and detail-oriented QA call center monitoring approach.
Dashboard
The system of modules is designed to display accurate information for a selected date range and a comparison period that one can set up individually according to your the user's requirements.
NI Dashboard
It's no secret that some prospects are not interested. The analysis of these calls is even more critical than others. The NI dashboard shows the complete call detail information to reduce the amount of NI calls in the future.
Notifications
The notification dashboard is used for clients to review the most problematic call scenarios.
Mini Review
Accurate information with each record's details, review and notification comments.
Mini Review
A transcribed audio record shows which phrases were banned and required to use during the call. It allows you to select the calls most likely to have a problem.
Guidelines
It's a training dashboard for a specific scorecard where a user can answer the questions differently and see how the score changes. The user may choose the appropriate type of questions he wants to practice.
Filters
The user may use a wide range of filters to reduce search time.
Modules
Agent Ranking
Knowing the agents' ranks compared to one another allows admins to gauge agent performance and quickly identify averages and outliers within a call center.
Top Missed Points
Identifying the agents' most frequently missed points generates instant opportunities for coaching and performance feedback. The system allows tracking these changes over time to see that coaching is effective!
Group Performance
List of groups organized by level of performance.
Campaign Performance
List of campaigns to analyze the level of performance of each group.
Calls Left
It helps review the list of scorecards and calls that are pending.
Section Scores
The list of questions within each section to see the low score and increase it by changing the questions.
MyPay
Employees can check their effectiveness by date range and scorecard.
Emails
Allows sending emails about new features the user wants to remind clients of.
