Real-Time Visibility

With Voicent Manager Dashboard, managers gain real-time visibility to their campaigns, agent status, and active calls.

Watch the last video in http://voicent.com/support/predictive_dialer_help.php

Monitor & Whisper Coaching

Through Manager Dashboard, managers can monitor agent phone calls in real time. They can also talk to the agent without customers hear their conversation (whisper coaching).

manage-by

Agents must be added to the manage-by group of the manager in order to be visible to the manager in Manager Dashboard. To set up a manage-by group, go to Setup, Agent, Manage-by page.

no barge-in

Some call center systems allow a manager to barge-in, meaning they can take our agent telephone calls. This operation is not allowed in Voicent software because we believe barge-in is intrusive and not a good practice in call centers.

A better way is simply to have an agent transfer a call to his manager.

Reports

For a single campaign, the best place to see the report is in campaign summary page and campaign details. You can also generate a CRM report, such as how many new leads are generated by the campaign.

Under the Report menu, you can generate agent and campaign report based on a date range across multiple campaigns.