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By Use Case
Use Service Level Monitoring to manage your virtual call center now.
Why businesses should use the service level monitoring capabilities of their business phone system
With Freshdesk Contact Center’s real-time dashboard, you can manage your customer experience from anywhere in the world. Supervise your virtual teams and continuously monitor your global service level. Your global service level determines the accessibility of your brand and has to be synchronous with what your brand stands for.
Team or queue-based service level targets help you identify which teams or queues are not maintaining the target service levels. This helps you narrow down the problem areas in your call center and provides ample data to make tough calls.
Manage your call center by tracking & utilizing key metrics and capabilities that are required to run your phone team
Your brand's targeted level of accessibility
Actual performance of your call center measured every five minutes
The time within which you want your agents to answer a ringing call
The time taken by agents to answer the call
The total time required to finish a phone call including the after call work
The time spent by callers waiting to be routed to one of your phone agents
The actual conversation time between your agents and customers
Understanding the delays in your call flows to improve customer experience
Filter and analyze every individual that has breached your service level
Play your service level achievements on a large screen
Ensure only the right calls are included for calculating your service level
Track your service level for the day or just the previous 1 hour
Calculating and monitoring service levels helps you understand how well your call center is performing. The service level monitoring in Freshdesk Contact Center has been designed to provide maximum actionable information to supervisors in your call center. Simply put, it is calculated by dividing the total number of answered calls to the total number of calls that your agents received. Accurate service level calculations help you arrive at the right conclusions while monitoring your virtual call center.
With Freshdesk Contact Center's real-time dashboard, you can monitor your entire call center operations from anywhere in the world. The In-Queue section lists down all callers who are waiting to talk to your agent. In-Conversation section lists all live conversations which you can monitor and barge in as a supervisor. You can also look at the real-time agent availability status with the dashboard.
It's not fun if you are managing a team but do not have the right data to analyze how your team is performing. That is why Freshdesk Contact Center provides you with every call center metric that you ever need with extensive call metrics data along with the option to export them all. Oh, and you also get the abandoned calls data and the reason for the abandonment with your Freshdesk Contact Center account.
Reporting modules make or break businesses and it's safe to say that you are in good hands. With Freshdesk Contact Center's reporting capabilities, you can analyze call and agent-related pre-built reports or build your own custom report anytime. You can schedule it to have it delivered to your inbox regularly. It's time to get your hands dirty with the all-new reporting module of Freshdesk Contact Center.
Only incoming calls
Outside business hours are not taken into consideration including weekends, and declared holidays
You can set a global service level target for your entire phone team and also individual targets for every single team/queue.
The timer starts only after the call centers your wait queue
It does not consider time spent on listening to your welcome message or traversing through your IVR
If you have set up multiple escalation rules, timer only takes into consideration the first queue’s performance
Call center supervisors
Customer support managers
Customer experience managers
Sign up today! You get a 21-day trial with access to all features.
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