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Coral Agent Management Software (AMS) is call center management
software, which proactively monitors the performance of agents in a
call center. Coral AMS is just not a reporting tool, it also gives
information on Real Time basis of activity on the
agents' floor. Coral AMS also can be used as a forecasting tool to
plan out how many agents are required for a smooth flow of call
traffic.
Coral AMS is a versatile tool, which can generate variety of
useful reports to run a call center. Following is a brief
description of some these reports-
| Real Time Report |
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The graphical nature of these reports make them very easily
understandable and the supervisor is able to interpret the data by
just having a glance at it; use of color to distinguish different
stages of the call such as "busy" , "ACD" , "idle" and another set
of colors for different "state time " make it very easy
for the supervisor to monitor the agents from a distance as he does
not even have to read the graph.
| Coral AMS Historical Reports |
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This report is a typical Agent report generated on
the basis of past performance. It provides important
information about the agent's work.
This report is very important to assess the agent's efficiency to
handle the call. In a call center the average ring time i.e. the
number of rings within which the caller should receive a response is
important. It is equally important to monitor the average talk time
of an agent, which directly reflects on his or her ability to
satisfy the caller in a pre-defined time.
This report also gives you other vital parameters such as
the amount of time the agent was sitting "idle" and his total
'log-in' time.
Theese report provides the number of calls answered in the
various defined service time intervals. Service time interval (STI)
is defined as the time within which the caller should be answered.
This is called STI-1. In AMS one can define multiple service
time intervals such as STI-2.. STI3.etc. which gives the various
time intervals when the caller's call is answered. This measures
the efficiency of agents in answering a call in a pre defined
time interval.
The report format of historical reports can be customized to suit
the individual needs. Also the real time reports as shown can be
separated and viewed individually for better clarity depending on
the priority.
Coral AMS supports Call center with one to six supervisors and up
to 500 agents working simultaneously. It is being constantly
upgraded to suit the requirement of larger call centers.
Coral AMS is a very flexible and adaptable tool, which
provides complete insight into the functioning of the call center.
With Coral AMS each and every call is monitored right from the
time it enters the system till it is answered and then terminated
leaving no room for inefficiency.
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