Call and contact center managers have the specific task to ensure all the agents in their group are working to the best of their ability. Customer queries must be dealt with as quickly as possible so that means optimizing how the agents are answering calls, live chat messages, SMS, and Facebook messages. 3CX call center features offer managers a full picture of live and retrospective information so that they can change and adapt when required.

Instant insights with the live panel view

• Whole queue stats
  • Number of calls waiting to be answered
  • Number of calls serviced or answered
  • Number of abandoned calls
  • The longest wait time indicating the most time it took for a call to be answered
  • Average wait time is the sum of all the calls waiting to be serviced
  • Average talk time once a call is answered
• Individual agents stats
  • If the agent is logged in or out of the queue
  • The date and time they last logged in
  • The total number of calls answered and abandoned
  • The total talk time

Wallboard gives a quick overview

1. Navigate to “More” and “Settings”
2. Select “View” and scroll down to the “Wallboard” section
3. Here you can enter the two custom messages which take immediate effect to display

Keep a record with email notifications

For each individual queue that a manager may oversee, there are 4 different email alerts that the 3CX phone system can automatically send if enabled. These notifications are configured from the management console by the system administrator. The notifications available are:

• Notify queue manager via email when SLA time has been breached
• Notify queue manager when a callback is made
• Notify queue manager when a callback fails
• Notify queue manager when a queue call is lost

Train your agents from anywhere

Staff training can be difficult in the dispersed workplace setting. Some staff working from home and some from offices around the world can make a logistics nightmare. 3CX call center includes features that can allow queue managers to train agents both live and post-conversation no matter where they are in the world.

Live agent training tools

Queue managers can be allowed to train agents while they are on live calls with 3 different options:

1. Listen: This allows the manager to listen into a live conversation without the caller or agent being notified that the call is being monitored.
2. Whisper: Agents who are in need of some coaching can have the manager ‘whisper’ on the call which means that only the agent can hear what the manager is saying, the caller cannot.
3. Barge: Sometimes if an agent gets flustered or even is being subjected to an abusive caller, the manager can opt to barge into the call and speak directly with both the agent and the caller.

Post conversation training

Call recording is a vital element for training and monitoring. Agent reviews and staff training sessions can greatly benefit from listening to a recorded conversation that can be paused, discussed, and reviewed time and again. 3CX Call Recording can be set up to a granular level. Admins can choose if all calls to any specific queue are recorded or if a particular agent's extension should record all calls.

Use reports to review performance

Retrospective performance analysis is essential to the smooth running of any call center. It is with this information that queue managers can spot any peaks and troughs in performance and identify what can be done to improve. 3CX includes 24 templated reports that can be scheduled to run daily, weekly, monthly, and so on. The reports can be tailored to most requirements and include information such as:

• Average queue waiting times
• Team queue general statistics
• SLA breaches
• Agent login history

By Ruth Elizabeth Abbott|June 2nd, 2022|3cx