WebPanel Feature

The WebPanel feature provides dynamic, real-time visualization of call center activities, offering insights into agent performance and queue statistics. This powerful tool is designed to help managers and supervisors monitor and optimize call center operations efficiently.

Agent Activity Monitoring

The WebPanel offers a comprehensive view of agent activities, including:

• Answered calls per agent

• Calls picked up, hung up, and unanswered per agent

• Calls answered per queue

• Calls answered per agent group

• Total calls presented to agents

These metrics are updated in real-time, allowing for immediate assessment of agent performance and workload distribution.

Queue Performance Tracking

Monitor the dynamic evolution of queue activities with:

• Answered and abandoned calls across all queues

• General call volume trends (total, answered, and abandoned)

• Distribution of answered calls per queue

This information helps in identifying busy periods, optimizing staffing, and improving overall queue management.

Flexible Data Access

The WebPanel is designed for versatility, allowing access to critical data via:

• Desktop screens

• Tablet devices

This flexibility ensures that supervisors and managers can stay informed about call center performance, regardless of their location within the office.

Note

The WebPanel feature is part of our advanced suite of call center management tools. For more information on how to implement and utilize this feature, please contact XiVO team.