What is ringing, and what is still in the IVR.
A call ringing at an agent's desk can be picked up from the panel.
Call monitoring — Who's talking, who's waiting. Before the customer calls back.
The live panel shows who is on a call and who is waiting. Supervisors listen, whisper or take over a call.
Live
The team's calls, as they come in.
The server pushes every change to the panel, with no reload.
The day in one curve.
Calls received and handled hour by hour, against a reference.
Since this morning, the exact count.
Received, handled, missed: the day's running total.
A queue opened on its callers.
Who has been waiting since when, and who on the team can answer.
Listen, whisper, barge in
Train a new hire on their real calls.
Four actions on hover over a team member's row. Each one is a separate right, limited to your own team.
You hear the caller and the agent. Nobody hears you.
Service level
One target per queue, and an alert when it slips.
Each queue has its answer-time target. The SLA screen shows the rate live, over 7 or 30 days.
Wall mode
The same panel, readable from across the room.
One button switches the panel to full screen, with large figures. Open its address on the floor's TV.
- No menu, no tabs: just the figures and the statuses.
- The mode is part of the page address: the TV opens it again as it was.
- Same colours, same thresholds as on the supervisor's screen.
Inventory
Everything you can monitor, and what is still missing.
The monitoring screens, as they are in the console. What we don't do yet is listed in the same place, in grey.
In grey: what monitoring doesn't do, or doesn't do yet.
Live
- Live panel: calls, statuses, queues, service level
- Updates pushed by the server
- Full-screen wall mode
- Group and queue log: volume, callbacks
- Configurable wallboard, with no menu entry
Actions
- Listen, whisper, barge in, take the call
- Pick up a call ringing on an agent's phone
- Put an agent on break, hang up their call
- One right per action, one setting per extension
- Monitoring from the mobile app
Service level
- Answer-time threshold per queue
- Trends over 7 and 30 days, busy-hours map
- Alerts: threshold, wait, no agent
- Manager dashboard with seven tabs
- Voice quality (MOS, jitter, loss) in VoIP Doctor
Questions
What people ask us about monitoring.
The questions that come up when a team lead first opens the live panel.
More on telephony
Phone system, monitoring, devices. One page for each job.
Comunik VOIP
The overview: the phone system, the console, the phones and Koukou.
Phone system
Numbers, opening hours, ring groups and queues: where each call rings.
IVR
A "press 1, press 2" menu built from blocks, tested, then put live.
Call log
Find any call with its route, its note and its recording.
WebPhone
Make and take calls in the browser, with nothing to install.
Mobile app
Your desk phone in your pocket, on the same number.
SIP trunks
Connect your carriers and choose which line each call goes out on.
Servers
Where your telephony runs: on our servers or on yours.
IP phones
Seven desk phones that set themselves up when you plug them in.
Look at your team during the demo.
We open the live panel with your queues, make a few test calls, and you see what your team lead will see every morning.