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Reporting & Analytics
Supervisor Dashboards
Featuring a high level of customizability, the Supervisor Dashboards are an indispensable tool for monitoring the performance of your calls, agents, and campaigns.
Everything a supervisor needs to overachieve.
The Supervisor Dashboards of nobelBiz OMNI+ are what supervisors use to monitor agent and call activity, plus a host of other performance metrics relevant to individual inbound, outbound, or blend campaigns.
Customize Your Reports with Real-Time Data
The NobelBiz OMNI+ dashboards are highly customizable: supervisors can easily pre-determine what metrics they are interested in for a particular campaign and organize that data into easy-to-read reports.
Depending on how you define success, you can monitor KPIs such as:
- Average Hold Time
- Average Wait Time
- Monitor Agent Brake Time
- Monitor the channel the agent uses and for how long, etc.
You can also monitor real-time campaign performance metrics such as:
- What percentage of your calls are answering machines
- Percentage of successful contacts
- Percentage of calls with the desired outcome, etc.
The NobelBiz team was very flexible in working with us and understanding that our business was unique and specific in reporting and integration with other platforms.
Brad Dashnaw, CEO – Shift Marketing
Multiple Real-Time Agent Monitoring Tools
Every campaign is different and has its own internal KPIs that are crucial in determining your team’s success. However, irrespective of the type of campaign you’re running, one aspect never changes: agents are human and subject to mistakes. This is why the supervisors must have access to live monitoring tools such as:
Stealth monitoring: The supervisor can listen to the interactions without the agent knowing.
Barge mode: The supervisor takes over the interaction
Whisper mode: The supervisor can speak to the agent without the client knowing it (excellent for training or de-escalating complicated interactions).
Agent screen monitoring The supervisor can access and see the agents’ screens.
Customizable Alerts
Alerts are excellent for maintaining a real-time, birds-eye-view of your operations. They are instrumental when your agents are remote. The OMNI+ Supervisor Dashboards allow you to set up thresholds for different activities. You will be alerted every time your criteria are met. For example, if you want to be notified whenever the wait time exceeds 30 seconds, you just need to configure an alert.
Other NobelBiz OMNI+ Reporting & Analytics features
Customer Interaction Analytics
Running complex campaigns across multiple channels (email, voice, SMS, Facebook, WhatsApp, Telegram, etc.) requires a reliable source of accurate data.
Performance Analytics
NobelBiz OMNI+ collects, measures, tracks, and reports a wide range of KPIs & SLAs to suit the needs of any contact center business or department.
Reporting Engine
Get out-of-the-box access to 77 different reports (and the possibility to create new ones easily) that would fit the needs of most – if not all – reporting requirements of any contact center.
Discover a new, hassle-free way of setting up your contact center for peak performance!
Request a free demo. We will help you create your contact center. Today!
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