Simplii

Our call center allows you the flexibility to quickly analyze data from your entire company, all the way down to a single individual’s call history. Customizable reports assist you in easily creating reports precisely for the department, person, or number of your choice. Conveniently design your reports with applicable information. You can opt to view how many calls an agent handled, or how many calls they missed. You can also easily remove any unwanted stats. Customize your report to show you only the information you need, then quickly and easily print your report or export your data to a spreadsheet.

Benefits

Pre call announcement
Reports
Whisper
Review real-time call statistics to monitor and improve call handling.
Stats Grid provides you with a quick overview of your entire organization's stats. Quickly glance at how many calls have been answered, calls waiting to be answered, how long the average caller waits to be answered, the average time your agents spend on a call, and you can even see if any calls go unanswered.
Supervisors can take fast action based on performance and redistribute call flow as needed.
View active call graphs for your organization to assist you in determining peak call times; ensure you have enough hands on deck.
Monitor your agents in real time, see complete statistics for target agents with one click.
Save time by pulling up an overview of all queues a specific agent is in to ensure they are receiving the appropriate calls.
Manage capacity by adjusting agents priority in the queue.
Supervisors can instantly “listen in” to a live call to provide coaching without the customer hearing.
Supervisors can also ”barge” in on a live call to speak with the customer as needed.
Call Center agents can easily change their status from ‘online’ to ‘break’ or ‘offline’ when unavailable. Supervisors can use the status changes to monitor the call center agents amount of time logged in and out of the queue.
Pre Call Message to Agent - Provide special call handling instructions to the agent before they answer the incoming call. This feature is used to notify an agent of the callers specific handling needs before speaking with the caller. This can be used for promotional callers or if the caller selected a language preference. For example, your agents will hear a customizable message that states “Spanish caller” or “Proportional caller”. We can also program a Caller ID Prefix to a specific phone number that will display a label across the screen of the agent's phone when that number is dialed. We can for example label one of your phone numbers with a Caller ID Prefix that will display “Spanish caller” or “Promotional caller”

Frequently Asked Questions

What types of reports can I generate for my account?

Can I personalize reports for my account?

Yes! You can select from over 60 different types of stats based on the information you are searching for.

What types of calls do reports show?

Any inbound calls to your company or any outgoing calls from your company. Extension-to-extension calls can be included, but faxes are excluded.

Can I add or remove agents from a queue directly from the call center tab?

Yes! You can conveniently add and remove agents as needed, you can even prioritize their position, meaning you can make them the first or last to receive a call within that queue.

Call Center

Access fundamental information about how your company utilizes Simplii's system to boost productivity.