Realtime provides a way for managers to monitor their individual agents throughout the day. With Agent Timeline, managers can check in on their agents’ activity from the convenience of their desktop. In addition to Agent Timeline, Group Timeline allows managers to view everything related to queued calls on a group basis. See the number of calls in queue, the longest calls in queue, and more all from your desktop.
You can also get the full spread of statistics with Realtime’s most popular feature, Realtime Wallboards. This feature provides you with a visual display that shows your desired statistics. You can customize your display to show agent and group stats, abandoned calls, queued calls, talking durations, and much more.
Realtime also provides a way for you to give your agents a heads up when their queued calls start stacking. Alerts and Triggers allows you to customize notifications to send to your agents via email, SMS text, and screen pop messages. You can set up a threshold number for different events such as queued calls or missed calls, and when that threshold is hit, a notification is sent to your agent. With Realtime included for your agents, your historical reports will be enhanced with additional feature metrics including login time, DND time, idle time, and more.