| To view agent activities and monitor performance in real time, Ameyo provides a strong administration framework via Supervision interface. Monitor agents across various campaigns and access vital information regarding agent status, call status, call history, dialing configuration, voice settings, customer interaction, lead management and campaign management in real-time.
With Real-time monitoring, managers can glance at the prevalent call behavior and agent performance. With information about key metrics, DACX Ameyo allows your managers to modify campaign configurations, voice settings or dialing modes thereby improving overall productivity.
The Supervision interface has been armed with a host of quality monitoring features. The Supervisor can participate in a live call via snoop, barge and confer. While snooping, the supervisor can listen to the agent-customer live conversation without the knowledge of the agent. In case the agent is not able to handle the customer efficiently, the supervisor can forcefully barge into the conversation and take complete control of the situation. In such a case the agent is excluded form the taking part in the conversation.
In case the agent requires supervisor's assistance in a query, he can invite the supervisor into a conference wherein the customer and the supervisor can interact with each other. The voice logger allows supervisors to listen to interactions between agents and customers. Interaction records can also be downloaded for policy compliance or for the efficient evaluation of agent performance.
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We chose DACX over 20 other solutions because of its high Answering Machine Detection and flexible CRM. We are delighted by Drishti's response time in meeting our changing requirements. With this kind of support and deliverability we are confident of growing rapidly with Drishti
