Exotel's Live Monitoring is a software tool designed for call centers to monitor and improve agent performance in real-time. It provides features like self-monitoring dashboards, key performance indicators, and real-time data analytics to help agents and supervisors make informed decisions and enhance customer interactions.

Key Features

• Real-time Performance Tracking: Monitor agent performance in real-time, including metrics like calls taken, call handling time, and wrap-up time.
• Advanced Call Control: Features include snooping, barging, and whispering to ensure high-quality customer interactions.
• Performance Scoring: Score calls to ensure agents follow call center etiquette and deliver consistent customer experiences.
• SLA Configuration: Set service level agreements and receive notifications when thresholds are breached.
• Historical Data Analysis: Track and analyze performance metrics over time for more powerful insights.
• Compliance and Security: Archive call records securely with privilege-based access restrictions.

Benefits

• Improved Agent Performance: Enhance employee performance through real-time feedback and competition.
• Informed Decision Making: Use real-time data to make strategic business decisions.
• Enhanced Customer Satisfaction: Ensure consistent and high-quality customer interactions.
• Efficient Workforce Management: Streamline supervision and boost team motivation.