Stay Ahead of the Curve with Advanced Call Center Dashboards and Monitoring Tools

Managing a call center is no small feat. Every day, you juggle incoming queries, meet SLA targets, and keep an eye on team performance, all while ensuring customers leave satisfied. It’s more like a balancing act that demands sharp insights and the right tools to keep things running smoothly.

This is where the right call center software becomes indispensable. However, you need to go beyond the basics to truly make them work for you. Features like real-time tracking, customized alerts, and detailed reports can transform how you manage operations, helping you stay one step ahead even during peak hours.

Exotel’s Call Center Software is known for features designed to enhance the efficiency and effectiveness of your monitoring tools. Let us help you understand how these features can make a real difference to 

Put the Maximum Agent Potential to Your Benefit

» Configurable ACW Timers for Maximum Agent Efficiency

Operational managers often struggle to maintain control over agents’ call-related activities, such as handling calls, wrapping them up, and performing After-Call Work (ACW) like updating CRMs, etc. ACW becomes critical in cases of connected calls, as agents document details while interacting with customers. For non-connected calls, agents handle minimal tasks like marking outcomes (e.g., RNR or call notes). Efficiently tracking these activities and configuring timelines for each can significantly optimize time and reduce costs.

Exotel can empower supervisors to optimize ACW through configurable timeouts. They can set precise time limits for connected and non-connected calls. This ensures agents complete tasks like updating databases, noting dispositions, and filling out forms efficiently. This can keep agents focused, reduce idle time, and boost overall productivity during high-traffic periods.

» Real-Time Alerts and Notifications

Keeping up with real-time updates is essential for both agents and supervisors to maintain efficiency. This is where automated notifications can make it easier to track important metrics and tackle high-priority tasks without delay. With configurable thresholds for KPIs such as hold time, call duration, and after-call work, supervisors can customize alerts to match specific operational needs instead of relying on one-size-fits-all settings.

With Exotel’s advanced call center dashboards, agents can get real-time alerts whenever they exceed critical thresholds, such as hold or call durations. These notifications can help them take immediate action to stay on track. Similarly, supervisors can set custom thresholds and adjust them as needed to adapt to the changing demands. They also get a clear, colour-coded dashboard that highlights areas needing attention, which will make it easier to resolve issues before they escalate.

» Simplified Callback Management

Follow-up calls often add unnecessary stress to an agent’s workflow. They need help with rescheduling or cancelling callbacks, especially when customer concerns are resolved through other channels or when they face unexpected unavailability. Similarly, supervisors need to have real-time visibility into these changes to ensure accountability and maintain smooth operations.

This is where Exotel’s Agent Workbench can offer a user-friendly callback management system. It allows agents to view scheduled callbacks within the Call Details section, reschedule or cancel them as needed, and provide a reason for their actions. These updates are instantly relayed to supervisors to ensure transparency and better coordination. With this feature, agents can handle callbacks with flexibility, and supervisors stay informed without additional manual effort.

» Streamlined Quality Analysis with Colour-Coded Call Filters

For Quality Analysts working in a contact centre, managing and scoring hundreds of daily calls can quickly become overwhelming. Maintaining quality assurance standards becomes a tedious task without proper tools to identify scored and unscored calls. This is where operational heads and analysts need intuitive features that simplify call evaluation and enhance the monitoring process.

Exotel’s platform offers Colour-Coded Quality Assessment Views to make it easier to filter and identify scored and unscored calls. The system highlights unscored calls using distinct colour codes to ensure quick identification. Additionally, the VoiceLog Archiver and Call Details page display the name of the last user who scored a call. These enhancements can streamline the quality analysis workflow, save time and help analysts maintain high standards without unnecessary stress.

Efficient call centre management starts with the right tools to simplify operations, enhance productivity, and maintain quality. Businesses can stay ahead of challenges and deliver exceptional customer experiences effortlessly with Exotel’s smart features.