Historical Insights with the Team Productivity Report
The Team Productivity Report offers a comprehensive analysis of agent activity over time, helping call center supervisors evaluate performance and optimize workflows. It tracks the amount of time agents spend in various statuses, such as “Available,” “On a Call,” or “Offline,” and identifies trends in online and offline activity. Supervisors can use these insights to identify bottlenecks, allocate resources effectively, and enhance overall team performance.
Key Features:
- Detailed tracking of time spent in each agent status.
- Trends in availability over specific periods.
- Customizable filters and exportable data for further analysis.
Export options and customizable columns make it easy to tailor data for deeper insights.
Real-Time Insights in the Supervisor Workspace
The Supervisor Workspace provides a live view of agent activity, enabling call center managers to monitor their teams in real time. This workspace displays each agent’s current status, the duration of their time in that status, and allows filtering by agent, group, or campaign.
With the Supervisor Workspace, supervisors can:
- Monitor agent activity in real time for immediate decision-making.
- Quickly identify and resolve bottlenecks or resource allocation issues.
- Gain a live snapshot of team performance during peak hours.
Additional Reports with MightyCall
Call Log
The Call Log provides detailed records of every call handled by the call center, including call durations, caller information, call recordings, and timestamps. This report helps supervisors track individual calls and monitor overall call volume.
Message Log
The Message Log tracks all messages sent and received through your call center, offering transparency into communication trends and ensuring all messages are accounted for.
Dialer Campaigns Report
The Campaigns Report analyzes the performance of outbound campaigns with 13 key metrics, including Total Attempts, Connection Rate, Effective Answer Rate, Average Call Duration, Average Handle Time, and Average Talk Time. This report helps supervisors evaluate and adjust campaigns in real time to ensure optimal performance.
Call Disposition Report
The Call Disposition Report categorizes call outcomes, such as “no answer” or “customer not interested”, giving supervisors insights into call effectiveness and team performance.
Call Volume Report
The Call Volume Report evaluates the call center’s workload by tracking the number of incoming, outgoing, and missed calls over specific periods. This report helps supervisors manage staffing needs and anticipate peak times.
MightyCall’s Call Center Reporting Suite offers call center managers detailed insights to analyze performance, allocate resources effectively, and make informed decisions for operational management.
