Managing Contact Center KPIs in Real Time
Posted: Sat Feb 22, 2025 4:08 am
Use analytics to analyze the performance of contact center agents
And to be able to set realistic KPIs and track their implementation, use additional software that helps analyze the work of employees. For example, the LiveTex chat platform offers extensive statistics, with which you can also analyze the efficiency of employees and monitor the fulfillment of SLA. It includes data on the number of processed requests, working time, average response time to the first message, duration of the dialogue, etc.
Online monitoring is a tool india mobile phone numbers database that allows you to monitor the work of operators in real time, including for prompt compliance with KPI. We will tell you more using the example of the LiveTex chat platform: this tool is available on the Advanced tariff. For ease of monitoring, it has three sections: channels, groups and operators.
Channels . With their help, you can evaluate the load on each channel and, if necessary, transfer operators to the busiest one.
Groups. This section helps you understand what questions users ask most often. For example, the number of requests to the technical support group has increased sharply, maybe something is broken?
Operators. Helps track the work of employees: time spent in the "available" status and others, average response time, number of processed/unprocessed requests, workload, etc. This will allow you to evaluate the capabilities of each employee and find their growth points.
Prompt assistance to contact center employees during their work
Another tool to help the manager for direct operational management of the operators' work is the supervisor . For example, LiveTex offers with the help of the supervisor:
view the history of the request and customer data;
track metrics to adjust KPIs;
monitor SLA violations.
Also, with the help of a supervisor, a manager can quickly join the dialogue, sending hidden hints if he understands that the employee is not coping, or transfer to a more competent manager.
And to be able to set realistic KPIs and track their implementation, use additional software that helps analyze the work of employees. For example, the LiveTex chat platform offers extensive statistics, with which you can also analyze the efficiency of employees and monitor the fulfillment of SLA. It includes data on the number of processed requests, working time, average response time to the first message, duration of the dialogue, etc.
Online monitoring is a tool india mobile phone numbers database that allows you to monitor the work of operators in real time, including for prompt compliance with KPI. We will tell you more using the example of the LiveTex chat platform: this tool is available on the Advanced tariff. For ease of monitoring, it has three sections: channels, groups and operators.
Channels . With their help, you can evaluate the load on each channel and, if necessary, transfer operators to the busiest one.
Groups. This section helps you understand what questions users ask most often. For example, the number of requests to the technical support group has increased sharply, maybe something is broken?
Operators. Helps track the work of employees: time spent in the "available" status and others, average response time, number of processed/unprocessed requests, workload, etc. This will allow you to evaluate the capabilities of each employee and find their growth points.
Prompt assistance to contact center employees during their work
Another tool to help the manager for direct operational management of the operators' work is the supervisor . For example, LiveTex offers with the help of the supervisor:
view the history of the request and customer data;
track metrics to adjust KPIs;
monitor SLA violations.
Also, with the help of a supervisor, a manager can quickly join the dialogue, sending hidden hints if he understands that the employee is not coping, or transfer to a more competent manager.