UK and IrelandMonitoring
Welcome to the Monitoring subject, the available knowlege bank articles are displayed below.
Knowledge Bankknoweldge bank rss
Agent Short Call Report for ACD Group
This ACD report itemises chronologically, short calls occurring within the set threshold for all Agents. See Interpretation for Agent Shor… View
Call Calibration
Call calibration is designed to bring consistency with overall call monitoring across a contact centre. It is the process whereby a group of ca… View
Call Centre Stress
The 'bad' call centre reports, one way or another, indicate the 'big brother' syndrome developing in call centres. High stres… View
Call Monitoring
Also known as Quality Monitoring View
How to Measure Resolved Live
Measuring the level of resolution live is not always easy and whilst it can be undertaken manually, it should be supported through CRM systems. … View
Monitoring - Performance
Quantitative and Qualititative aspects of monitoring View
Quality Monitoring
Also known as call Monitoring View
Resolved Live - What Level?
Resolved live or first-time resolution is a key measure in any contact centre From a customer satisfaction perspective, the customer has an exp… View
Screen Monitoring
Screen monitoring allows a supervisor or quality analyst the remote facility to view an agent's PC system and observe key strokes. This sho… View
Work Activity Modes (WAMs) - Team Coaching & Analysis
The following is your team report for last week for George & Pat, advisors with 2 years experience. View