Why Use Call Center Call Monitoring

Operator Statuses

The list of Operators is updated in real time. You can see how many and which Operators are online now, which of them is talking, who has completed the call and is engaged in post-processing, who is having lunch.

More details here - https://selmo-pro.com/call-monitoring

Statistics by Operators for the current day

The online monitoring panel for each Operator displays operational data: the total number of calls, incoming, incoming answered and their share, outgoing, successful outgoing and their share.

Listening, prompting

With these features, the supervisor can select any active call on the Online page in the Agents list and listen to it. If, during a call, the supervisor senses that the agent needs help, he or she can step in and prompt. The client will not hear anything. And the conference. The supervisor joins the conversation in conference call mode.

Live call feed

Data on the latest incoming and outgoing calls are displayed in a live feed. If audio recording of conversations is enabled in Softphone.Pro, then next to the call duration you will see a button for playing the audio recording.

Operator Screen Recording

It is not always possible to check exactly how the Operator worked with the script or filled out the form after the conversation. With the help of the new screen recording feature, you can not only listen to the Operator's conversation, but also check his actions during the conversation and post-processing.