Through the various control windows, a call center manager can see exactly what is going on in real time. He or she can see which agent is logged in, which one is currently talking to customers and for which campaign; he can see which line is currently active, which phone number it is calling; he can see the current drop rate; he can check campaign summary and agent summary.

In addition, there are three performance windows showing historical data about agents, lines, and drop rate. For example, the following window shows agent activities:

Voicent Call Center Manager allows a manager or a supervisor to coach an agent during live conversations. The coaching audio is inaudiable to customers. To turn on coaching mode, select Manage from the program main menu, then select Whispter Coaching.

Please note whispter coaching audio is only available when an agent is currently under monitoring. (Without hearing what an agent and customer say, it is probably hard for a manager to coach an agent).

The whisper coaching mode will be on until being turned off. Once set, the icon of the agent or line will show a red border for call monitoring and a black boarder, indicating the manager is in coaching mode. Whenever the agent answers a call, the call conversation audio will be forwarded to the manager, and the manager’s audio will be forwarded to agent but not to customer.

A manager can also put a line under monitoring. This is mostly useful for auto dialing campaigns instead of predictive dialing campaigns. During auto dialing, if a line is under monitor, the line audio is forwarded to the manager whenever it is available. This may help managers to figure out how their campaigns are received.

To start monitor a line, right click the line in the Line Control Window, then select Monitor.