Imagine instantly knowing when customers have been waiting for more than a minute and being able to instantly pull them out or add agents to reduce wait times. Or instantly knowing when a support technician has been on the phone for more than 20 minutes and whispering feedback into their ear to help them wrap up the call. With Cloud UC's real-time business analytics, you can do that.
With Kumo Contact Center, users can set up over 100 Key Performance Indicators (KPIs) or Service Level Agreements (SLA). Monitor call center queues, call center agent efficiencies, or any user in your company. Measure queue lengths, call talk times, missed calls, idle time, handled calls, and more. Set measurement intervals, threshold values, operation types, and interval definitions. And, if a metric is exceeded, the offending queue or user is instantly flagged, alerting supervisors via IM, email, or SMS. Scheduled and ad hoc analytics reports can also be generated.
Kumo’s analytics report engine provides advanced reporting capabilities, with detailed queue information and agent reports accessed through a simple, browser-based interface. Reports can be scheduled once or on a recurring basis, or made ad hoc, and they can be sent to multiple managers for review. Flexible formatting makes it easy to import reports into third party applications, too.
Track more than agents and queues! Apply analytical metrics, alerts, and reporting on any user in your system, including groups of support technicians or salespeople whose performance you want to measure. It’s no problem at all with Kumo’s business analytics; any user in your account can be monitored, in real-time or through detailed reports, simplifying management and improving worker productivity.
Need to be out of the office, but still want to monitor your call center or sales team? That’s no problem with Kumo's Mobile Unified Live Monitor (ULM) app, with integrated SLA/KPI analytics built-in! Create detailed SLA/KPI triggers and alerts, specify thresholds and who to alert, and time intervals — all from your mobile device. Monitor call center agents, call queues, or any user within your account. When a SLA or KPI threshold is exceeded, you or other supervisors will receive alerts. Perform real-time monitoring from wherever you are, straight from your smartphone or tablet.
Kumo business analytics can even provide mass call-in campaign analytics and reports. Running periodic reports on multiple advertisements that terminate to different DID numbers can help you see which advertisements are producing the best ROI and instantly see how call-in campaigns are performing.