Manage multiple calls, call queues and agents through an unified dashboard
Every call center supervisor is only as good as their ability to know everything there is to know about their call center. When your team is present in your office premises all the time or nestled in one particular city or location, supervisors can monitor their work effectively. However, if you are the sort of business that wants its agents to pick up calls no matter where they are or has your phone team distributed globally, it becomes difficult for you to monitor all the agents. If important information for the effective supervision of your PBX team such as the number of callers in the queue, the number of agents on board, the availability of said agents etc. are not available real-time and through one dashboard, it can be quite the deal breaker.
With Freshcaller's cloud PBX system, you can view ongoing calls, figure out who’s waiting in the queue to talk to an agent, the status of your agents and so on just from your real-time dashboard. It’s the current state of your call center in a single glance. You can even monitor(listen in on the conversation between the agent and the caller) and barge into these calls as well if you feel it can improve your resolution rate!
