Moraltel Call Center provides an array
of agent monitoring tools.
Listen to live conversations of your agents
assisting customers. Also, view real-time
statistics for moderate to hight traffic call flows.
Moraltel Call Center Features & Screenshots
As a Moraltel Call Center account holder, you’ll also be able to use Moraltel Phone System in its entirety. For example, if you have 70 Call Center agents, you can toggle on or off or adjust any of the features or functionality between both of the Moraltel Call Center and Moraltel Phone System Services.
If you’re going to set up a Moraltel Call Center account, we recommend you also visit Moraltel Phone System the section of this website. This is so you’ll understand all the features and functionality included with your Moraltel Call Center service.
Switch to Moraltel Secure today.
For more information, continue reading below or call a
Moraltel Secure Consultant at 1-844-200-5171
Call Center Supervisor Homepage
After logging into the call center supervisor user portal, you will see the page below. You’ll be able to modify every aspect of your call center from this page.
From this page you will see:
- How many active calls there are in the system.
- How many callers are currently waiting on hold.
- How many agents are currently online.
- How many agents are currently not on a call.
Listen Only, Whisper and Join Call
As mentioned on the Moraltel Call Center Overview page, these are live call monitoring tools that are used frequently by call center supervisors. Here are detailed descriptions in regard to each of these features:
- Listen Only – A Call Center Supervisor can see which agents are in a live conversation and eavesdrop on the conversation to hear everything being discussed among their agent and the person they’re talking to.
- Whisper – While a Call Center Supervisor is eavesdropping on a call using “Listen Only”, they can speak to their agent without the person their agent is talking to knowing it. “Whisper” enables a Call Center Supervisor to secretly provide important help and guidance while their call center agents are assisting clients, customers, prospects or patrons.
- Join Call – A Call Center Supervisor can join a call that is already in progress to form a conference so that all parties in the call are able to communicate with each other.
Stats Grid
As a call center supervisor, you’ll see detailed information for all active calls, such as which agents are currently talking and how long, total calls for the day, total minutes and average talk time among all agents or specified agents. An important aspect of the Call Center Supervisor Homepage is the “Stats Grid”. This grid provides a live summary of the most important metrics in a simple and concise format. As inbound and outgoing calls are happening in your business or organization, you need access to Real-Time Statistics in order to make careful adjustments.
- CW (Callers Waiting) – This is the active number of callers waiting on hold in a call queue.
- AWT (Avg Wait Time) – Average number of seconds callers spend waiting on hold before getting transferred to a live agent.
- AHT (Avg Handling Time) – This is the average time an agent spends on a call. This includes talk time, placing a caller on hold while talking with resume pending and also the disposition time combined.
- ABN (Abandon Rate) – The number of callers that hung up while in a call queue before getting transferred to a live agent.
- CA (Calls Answered) – Number of calls answered by agents in the selected queue. If none selected, the total for all queues will be displayed.
- CV (Call Volume) – Number of calls originating through the selected queue. If none selected, the total for all queues will be displayed. Includes answered calls, abandoned calls, forwards and voicemail.
Call Center Reports
In addition to Call Detail Reports, Moraltel Call Center allows you to generate various types of other historical reports. You can specify the type of report and the date and time ranges. Next, we’re going to emphasize 5 types of reports that can be generated.
These 5 types of reports are:
- Queue Stats
- Agent Stats
- Agent Availability
- Dialed Number Stats
- Abandoned Calls
Some of these reports contain statistics that are hyperlinked. You can click the link to view more information that’s associated with the statistic. Reports can be emailed on a schedule, printed or downloaded. Every thriving business with a call center that receives a moderate to a high level of call traffic will find Moraltel Call Center Reports to be useful. Reports contain customizable in-depth information that management can use to make adjustments for the organization of calls, agents, departments and other locations of your business or organization. These reports can be automatically generated on a customized schedule, and automatically emailed to specific people in your organization. As your business continues to grow, you may find these automated processes to be useful as you easily insert them into your workflows.
Queue Stats
A Queue Stats Report displays data for specific attributes on a queue-by-queue basis, such as call volume, calls handled, abandoned calls, average wait time and more. You can choose which queues will be included in the report and customize the report to display useful data. Queue Stats provide necessary information to help supervisors make tweaks that balance the atmosphere of a call center to their specific needs.
Agent Stats
The Agent Stats report will display a variety of agent aspects in comparison with other agents over a specified period of time. Included are “Calls Handled” and “Average Talk time”.
Agent Availability
The Agent Availability report generates a graphical representation of the agent’s availability. It will display the time an agent’s status was set to online or set to lunch during the selected time period. Managers can utilize this report to quickly see when one agent is available, and another agent is not.
Dialed Number Stats (DNIS)
The Dialed Number Stats report displays information based on the Dialed Number Identification Service (DNIS). DNIS is a telephone service that identifies for the receiver of a call the number that the caller dialed. If you have multiple phone numbers that reach the same destination, DNIS tells you which number was called. Organizations will find this useful if they advertise in different media and areas because DNIS tracks where the calls are coming from.
Abandoned Calls
The Abandoned Calls report displays call center graphs for abandoned calls, grouped into individual queues. The graphed information is displayed with time in the x-axis and the number of calls abandoned in the y-axis. All the abandoned calls for the queue are displayed below the graph, including some statistics for each individual call.
