AgentWatch is windows-based and provides customizable dashboards for supervisors and individual agents of in-bound and out-bound call centers. AgentWatch features several web-based modules that provide precise queue details and statistics by hunt group. Supervisors can view all agent activity (inbound, outbound and internal) directly from their web browser. The cradle-to-grave reporting tool serves call centers with insightful guidance to improve customer service by reviewing how calls are handled.
AgentWatch's customizable threshold feature keeps supervisors informed and aware of Key Performance Indicators (KPI) allowing them to quickly adjust to changing conditions. Improve trainings, reduce abandoned calls, decrease customer wait times and enhances your company’s perception. AgentWatch for Avaya IP Office is a scalable, customizable suite that fits the needs of call centers in single-site or multi-site environments and does not require a dedicated PC/Server. To learn more about AgentWatch visit, metropolis.com or call (954) 414-2900.