Voice Monitoring

Real-time analysis of call volumes, call status, agent status and audit trail

Voice Monitoring

Real-time analysis of call volumes, call status, agent status and audit trail

Real-Time Analysis

Choose from a range of templates and real-time widgets to track the volume of inbound and outbound calls, showing calls connected, queuing, answered, missed and abandoned.

Key Performance Indicators

Monitor a range of Key Performance Indicators (KPIs), to include total calls, calls answered, calls missed, average call duration and SLAs… all broken down by individual agent.

Call Recordings

Gain immediate access to inbound and outbound call recordings. Search by service number, agent, date or CLI. Play from within the platform or download in mp3 format.

Reporting On-Demand

Choose from a range of advanced inbound and outbound call and agent performance reports. All reports can be viewed online, as PDF or as CSV and can be set up as scheduled reports.

CSAT Surveys

Automatically pass customers into post-call IVR surveys or post-call SMS surveys. Scores and comments are delivered into a range of CSAT wallboards, with advanced text analytics.

Quality Monitoring

Carry out internal quality monitoring by listening to calls, and scoring on a range of criteria and questions. Track internal scores and comments in real-time with a range of dedicated reports.

Real-Time Analysis

Choose from a range of templates and real-time widgets to track the volume of inbound and outbound calls, showing calls connected, queuing, answered, missed and abandoned.

Key Performance Indicators

Monitor a range of Key Performance Indicators (KPIs), to include total calls, calls answered, calls missed, average call duration and SLAs… all broken down by individual agent.

Reporting On-Demand

Choose from a range of advanced inbound and outbound call and agent performance reports. All reports can be viewed online, as PDF or as CSV and can be set up as scheduled reports.

Call Recordings

Gain immediate access to inbound and outbound call recordings. Search by service number, agent, date or CLI. Play from within the platform or download in mp3 format.

CSAT Surveys

Automatically pass customers into post-call IVR surveys or post-call SMS surveys. All survey scores and comments are delivered into a range of CSAT wallboards, with advanced text analytics.

Quality Monitoring

Carry out your own internal quality monitoring by listening to calls and scoring on a range of criteria and questions. Track internal scores and comments in real-time with a range of dedicated quality monitoring reports.

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Want to know more?

Get in touch to arrange a demo or enquire about a 30-day trial

Hear What Our Clients Are Saying...

Want to know more?

Get in touch to arrange a demo or enquire about a 30-day trial

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