Outbound Contact Center Telemetry

In a similar manner, telemetry for outbound users provides quick access to the data call center managers and supervisors need to keep a center functioning effi ciently. Data fi elds include number of leads, calls since midnight, average talk time and more.

Agent Telemetry

Supervisors and managers can easily and quickly monitor the state of all agents logged into the platform. Information regarding an agent’s current session is readily available, including calls-handled, missed calls, work time and more. Monitoring sessions and real-time chat can be initiated within the platform.

Call Monitoring

The telemetry solution available from Connect First allows call center supervisors to listen in to calls. Options for monitoring include silent monitoring, agent whispering (the agent can be coached while on a call) and barge in - a useful tool in the event of a confl ictual interaction when a supervisor needs to jump in and help.

Contact Center Best Management Practices

Effi cient and effective management of a call center is predicated upon access to real time accurate data. This data needs to be easy to understand, intelligently laid out and, most of all, accurate. The Connect First telemetry engine was built to meet these needs.

Inbound Contact Center Telemetry

Statistics for all inbound queues are available in a snapshot view to provide supervisors complete visibility. Actions affecting the performance of the call center are easily implemented as supervisors can troubleshoot and create a more effi cient caller/agent interaction.

About Connect FirstConnect First is a leading telecommunications service provider and contact center solution fi rm focused on enabling growth and profi tability through a robust portfolio of cloud-based communications solutions. As a cloud-based contact center management solutions provider, Connect First offers a customized platform, designed and supported by a team of highly experienced engineers, designers and business analysts.

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Solution Brief

Learn MoreTo fi nd out how the Connect First Cloud-Based Contact Center Platform can help your organization gain a competitive advantage, please visitwww.connectfi rst.com.