xCALLY Shuttle Supervisor Permissions

Call Center Monitoring services can significantly help managers and supervisors to improve the Contact Center performances. Understanding the importance and the need to analyze and monitor calls and agents, xCally Shuttle offers to Managers concrete methods and tools to establish a good call center quality management system. One of these methods can be found in the Settings – Users section of the xCally Shuttle v2 solution. Here the Call Center Administrator can create Supervisors profiles and, thanks to the Permissions section, associate to  each Supervisor specified Agents and Queues. It’s really quick and simple create/remove Supervisor-Agent or Supervisor-Queue associations, as shown in the image below. In this way each Supervisor user will be able to see just the reports and real time infos related to his assigned Queues and Agents, carrying out a targeted and deep analysis. Please do not hesitate to contact our passionate Team for more information! Get started now – xCALLY Shuttle free...

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Call Center Reports

XCALLY includes the advanced reporting web interface, in order to evaluate your Contact Center performance, according to the pre-defined SLR (Service Level Request), SLA (Service Level Agreement) and OLA (Operational Level Agreement). According to the ITIL model, the Service Level Management, is a key process for proactive, reactive Service Design and Continual Service Improvement. XCALLY Reports has been designed to support your SLA mangers, supervisors and team leaders, with a powerful and effective interface, providing Real Time and Off Line call center analytics and contact center metrics, like agent performances, service campaign and channel indicators. Reports are provided both for Inbound and Oubound Blended services. All the measures and results are available on the web interface, ready for text or .pdf download. Reports include Table views or Chart views, along with Zoom-IN and Zoom-out features. xCALLY overview Video Screencast Call Center Real Time report screenshot >> Zoom-in   Interested in a quote or more information? Do not hesitate to contact us!...

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