Measure > Agent Motivator
Real-Time Monitoring, Reporting & Agent Motivator
Ensure your contact centre runs smoothly with real-time analytics, comprehensive reporting, and empowered agents.
Ensure your contact centre runs smoothly with real-time analytics, comprehensive reporting, and empowered agents.
Real-time contact centre monitoring provides analytics, dashboards, and alerts to ensure that the contact centre runs as smoothly as possible.
Altitude Management Portal unifies and simplifies contact centre real-time management by consolidating information from different media channels, entities or tasks.
Different roles at the contact centre view only the performance and business information required by each specific profile.
When things don't run smoothly, get the necessary tools to alert about issues and take immediate action to solve them.
Customised for each user, homepages can display only monitoring dashboards, simplifying the monitoring task.
Altitude Management Portal has built-in homepages, customised for each user, that can display only monitoring dashboards simplifying the monitoring task.
Provide an omnichannel view of each customer and the customer journey. Understand how customers move across channels and identify friction points in real-time.
Real-time monitoring ensures that when issues arise, you have the necessary tools to alert about problems and take immediate action to solve them before they impact customer experience.
Reports allow the analysis of trends from historical data, providing the opportunity to identify performance issues and the fulfillment of business objectives.
Altitude Xperience has out-of-the-box report templates relevant to access all the information stored on your database. Reports contain historic information of indicators for entities such as agents or campaigns, and contact centre metrics such as queues, lists, contacts, and more.
Use Altitude Management Portal to customise your own reports using the predefined performance indicators, build your own, or combine both.
Altitude Management Portal displays reports in raw format and allows report data to be exported to Web services or to Excel files. Choose to schedule reports for regular generation or on demand.
In line with contact centre goals and agent empowerment, Altitude Agent Desktop has an agent performance dashboard that displays business indicators and performance counters.
Agents can view their own performance metrics in real-time, empowering them with knowledge about whether objectives are being met.
View team performance and campaign results to foster healthy competition and collaboration among agents.
Giving agents this information empowers them to go the extra mile and see results happen in real-time on their main window.
Altitude Agent Desktop displays the performance indicators on the main window for agents to view all performance information. Agents can view their own performance, their team's, and campaign metrics — keeping everyone aligned with contact centre goals.
Giving agents this information empowers them with knowledge about whether the objectives are being met and going the extra mile to try to make it happen and see it happen in real-time.
When agents have visibility into their performance, they become more engaged, productive, and aligned with organisational objectives. Real-time feedback drives continuous improvement.