Efficient and effective management of a call center is predicated upon access to real time accurate data. This data needs to be easy to understand, intelligently laid out and, most of all, accurate. The Connect First telemetry engine was built to meet these needs.

1. Real Time
Telemetry
Solution Brief
Contact Center Best
Management Practices
Efficient and effective management of a
call center is predicated upon access to
real time accurate data. This data needs
to be easy to understand, intelligently
laid out and, most of all, accurate. The
Connect First telemetry engine was built
to meet these needs.
Inbound Contact Center
Telemetry
Statistics for all inbound queues are
available in a snapshot view to provide
supervisors complete visibility. Actions
affecting the performance of the call
center are easily implemented as
supervisors can troubleshoot and create
a more efficient caller/agent interaction.
Outbound Contact Center Telemetry
In a similar manner, telemetry for outbound users provides quick access
to the data call center managers and supervisors need to keep a center
functioning efficiently. Data fields include number of leads, calls since
midnight, average talk time and more.
Agent Telemetry
Supervisors and managers can easily and quickly monitor the state of all
agents logged into the platform. Information regarding an agent’s current
session is readily available, including calls-handled, missed calls, work time
and more. Monitoring sessions and real-time chat can be initiated within
the platform.
Call Monitoring
The telemetry solution available from Connect First allows call center
supervisors to listen in to calls. Options for monitoring include silent
monitoring, agent whispering (the agent can be coached while on a call)
and barge in - a useful tool in the event of a conflictualinteractionwhen
a supervisor needs to jump in and help.
About Connect First
Learn More
Connect First is a leading telecommunications
service provider and contact center solution firm
focused on enabling growth and profitability through
a robust portfolio of cloud-based communications
solutions. As a cloud-based contact center
management solutions provider, Connect First offers
a customized platform, designed and supported by a
team of highly experienced engineers, designers and
business analysts.
To find out how the Connect
First Cloud-Based Contact
Center Platform can help your
organization gain a competitive
advantage, please visit
www.connectfirst.com.