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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Real Time Panel

XCALLY development is going fast, coming up with further features on the Analytics web interface, both on the Offline reports and the enhanced XCALLY Real Time Panel. In particular the new GRID Reporting panel has been improved with a lot of new agent status for monitoring and supervisor management. One of the new remarkable features is the monitoring of the WAIT status: the real time queue box automatically changes to the yellow color as soon as a new call in waiting status occurs. The field label indicates: T: Agents on live call status in the queue W: Calls waiting in the queue OP: number of operators (agents) logged-in in the queue The xCALLY Real Time GRID shows now several agent status: Orange: Pause status Violet: Live call status (Talk label) or Conference (Conference label) Yellow: agent performing an outbound call (outbound) Green: Free agent (Not in use) or talking on another call (In use) Blue: agent on the Ringing status Grey: unknown...

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