Entrepreneurs like to utilize their resources efficiently to make sure that their money is both well invested and well spent. When it comes to human resources, what Key Performance Indicators (KPIs) can an entrepreneur use to efficiently manage their operation?
VoiceOnyx’s free Real-Time Queue Screen Feature is the best way to monitor your employees’ activity over the phone showing you various KPIs in regards to how many calls are on hold, average call time, and the number of calls answered. With over 101 free features, VoiceOnyx is Florida’s top VoIP service provider.
Real-Time Queue Screen Feature
The real-time queue feature allows a call center manager to track agents’ activity over the phone. The software interface is both intuitive and easy to use, allowing managers to track the agents’ call activity in real time with minimal training.
The feature shows you everything you need to know pertaining to your business calls, these KPIs include:
- The number of calls an agent answered.
- The number of calls still waiting in queue.
- The average time spent on a call, etc.
The real-time queue feature helps you react quickly, allowing managers to swiftly make decisions based on various insights.
Call Logs and Call Reporting
Call Logs, known as Call Detail Records, are also available for review on the VoiceOnyx portal, where information can be sorted for:
- inbound, outbound, or internal calls by source or destination
- status of calls and number of seconds on the call
Call Reporting is also available for each extension. Managers are assigned a log-in and password to access history. Custom call log reports are available upon request from Technical Support.
VoiceOnyx is Florida’s favorite small business phone service provider, because it equips businesses with the right tools to succeed. We help your business calls become more efficient with custom features that work best for your operation. Contact VoiceOnyx Business Phone Service at 888-321-3350.