VivaTel offers your business the ultimate in Hosted PBX Call Reporting. Get complete visibility into each and every call that happens in your organization. Full call recording and storage is also available with Live Call access.
Daily Call Metrics
Understand at a glance just how many calls your team has made with this real time tool that also provides insight into the average call durations, abandoned call, and more. Complete with clickable links to access specific calls if desired.
Quickly understad how many calls your organization has received with real-time accuracy. This feature can seperate calls that come to the administrative side of the business to preserve your call center metrics.
By easily viewing your real-time call volume you can have a much better understanding of what your employees are doing on the phone throughout the day.
Call Center Metrics
Total Calls Received
Quickly and easily see how many calls have been received by your call center team along with which group in the call center has received them.
When and if call volumes spike, this feature gives real-time access and visibility to all abandoned calls and time tracking of when the calls are abandoned. Clickable link to see call by call information.
This feature helps you identify call volume by hour for both received calls and abandoned calls together to aid in staffing decisions more efficiently.
Call center managers generally have multiple groups or departments they are responsible for. This report gives a real-time view for each group complete with total agents that are logged in, on active calls, and how many calls are waiting to be answered.
If one of the queues / groups happens to stand out, the manager can click on that area to gain a deeper insight into what is happening at that specific point in time.
Having access to real-time data is invaluable to call center managers. Quickly identifying gaps in available agents along with an understanding of calls waiting to be answered allows for quicker response time for customers.
Live Call Access
Access total agents available along with how many are logged in to better manage your group. Gain quick access to call statistics to see how many calls this group has answered throughout the day. Abandoned call totals along with the average abandon time are also listed.
Real-time access to information to compare statistical data points for a better management experience.
Listen in - Whisper
This feature allows you to click on the Action button to access to live calls currently under way. Action button allows for access to any of the calls currently underway. The clickable link enabes either the Listen in, Whisper or Barge feature.
Live Call Features
This feature allows for the ability to listen in on a live call monitoring where a third party can hear both the agent and the other participant without being heard in the call.
This feature enables a third party to access a live call in order to whisper to their agent only. The other participant cannot hear the internal conversation.
This feature allows a third party to access a live call in order to both listen in and to be an active participant if and when needed.
VivaTel hosted PBX phone system can reduce your monthly phone bill tremendously compared to a traditional business phone system. Get ready for more features and savings.
SIP trunking is similar to traditional phone lines but routed through the Internet with far more features and flexibility. SIP service is significantly less expensive – sometimes as much as 60-80% less.
Quality of Service (QoS)
With InterCom, businesses are no longer required to pay heavy premiums for QoS – our system will manage the flow of traffic between sites so that your calls and video conferences remain crisp and clean.