Monitor call traffic, manage queues, and support staff throughout your organization.
Get a picture of call and agent activity 'at a glance' across the contact centre floor. An easy way for managers and staff to monitor performance or introducing an element of gaming to motivate teams.
Managing calls in a busy contact centre can be overwhelming.
Oak call reporting reduces the pressure by helping you get a grip on call and staff activity, both in the moment and over time, so you can manage resources more effectivlely.
Choose from ReportX call logging or Evolve for advanced real-time features and wallboards.
View key performance indicators on the Evolve and ReportX dashboards, including the number of calls made per agent, call duration, response times, agent status and hunt group activity. Click through to access the fine detail of every call journey.
Monitor agents, extensions, hunt groups, caller numbers, dates, DDI and call types with preloaded templates or customised reports. Daily reports inform long-term strategy and improve staff scheduling; real-time reporting empowers you to respond intelligently in the moment.
Take advantage of quieter periods to phone back callers who hung up before someone could respond. Evolve's 'lost call' reports means you never need to lose a business opportunity and helps you go above and beyond in delivering a great customer experience.
Real-time displays make it easy to respond to call activity as it happens, with the ability to move calls between queues or hunt groups, prioritise VIP callers, and bring 'offline' staff back online to handle sudden spikes in traffic.
A great tool for supporting new staff or troubleshooting difficult conversations, Live Listening lets you listen to a selected extension, with the option to log out when satisfied, 'whisper' advice, or step in.
Staff can manage their own time and status, including different types of breaks and time away from their desk. Managers can monitor their availability and productivity and bring them back online if needed.
Oak is a certified partner of most phone platforms, ensuring you can confidently cover all your reporting needs with Oak Innovation
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