The IP Office Customer Service Supervisor is a browser-based monitoring and reporting application that lets contact-center supervisors track and measure agent productivity. It provides real-time statistics by group and agent, alarm notification, and customizable reports which can be scheduled for delivery and formatted using a variety of templates.
These reports provide valuable information about customers, agents, and business operations. Caller Identification reports show where people are calling from—right down to the originating area code and prefix. Agent reports show quantity of calls taken in a given time period, length of call, and more. And trace reports let supervisors follow a call from the time it was first answered through its conclusion. These insights can be used to make decisions about campaign tactics, training, staffing levels, and all the other factors that keep a contact center running effectively.