Contact Center and Statistics

The extensive ACD and IVR functionality of CNT Call Manager form the basis for efficient call distribution with flexible, AI-driven interaction options for callers. Using various call hunting methods, skill-based routing, and personalized announcements, calls are directed to available and qualified agents to minimize wait times and enhance customer satisfaction. The callback recognition ensures that callers who return within a defined time are directly forwarded to their original contact. Combined with the full functionality of the Cloud PBX, CNT Call Manager ensures seamless communication and consistently high service quality – ideal for hotlines that rely on smooth operations and efficient resource utilization.

The customized features for agents provide maximum comfort and efficiency. Agents can effortlessly log in and out to manage their availability with ease.

After each call, an automated DND status activates a defined post-processing period, enabling agents to complete tasks in an organized manner and carry out necessary documentation. This feature promotes clear work organization and significantly contributes to productivity.

Call notes provide agents with a straightforward way to capture relevant details of conversations directly, greatly facilitating tracking and customer service. The categorization of calls enables precise assignment to specific topics or concerns, providing a valuable foundation for detailed statistical analyses. Notes are stored in the call list and can be sent via email if needed. These features contribute to a structured and efficient working method for agents.

The callback request feature ensures that no customer inquiry goes unnoticed – even if a call could not be answered. Missed calls can be automatically recorded and tagged with a callback request, which is clearly displayed to the responsible staff. This allows for efficient tracking and timely handling of lost contacts, increasing customer satisfaction and ensuring professional service.

Call recording offers a valuable way to improve documentation, quality assurance, and training. With this feature, conversations can be saved and analyzed to ensure comprehensive documentation, continuously optimize service, and make employee training more effective. This way, companies benefit from improved transparency and a sustainable increase in service quality.

Supervisors can create and save statistics that are automatically sent to selected email addresses at regular intervals (daily, weekly, or monthly). The system allows for professional evaluation with parameters such as excluding dropouts and analyzing maximum and average ringing and waiting times. Graphical representations make it easy to analyze call volumes over extended periods by weekdays and times of day, supporting targeted scheduling. Combined with agents' status times, the statistics can also serve as a basis for time tracking.

The live monitoring feature of CNT Call Manager provides comprehensive insights into the performance and quality of your hotlines – in real-time. It enables the monitoring of call status, wait times, and active conversations, as well as the analysis of key metrics such as acceptance rate, call duration, and response time – both overall and individually for hotlines or agents. Relevant information is visible not only to supervisors but also to agents directly on the dashboard.

Agents can, for example, see the duration of the longest waiting call or the current load of individual routes at a glance to make informed decisions – such as whether a caller should be connected or if offering a callback is recommended. Supervisors benefit from the ability to evaluate service quality across different hotlines and strategically manage resources to reduce wait times and improve the customer experience. Live monitoring thus helps to increase the efficiency of the entire team and ensure optimal caller support.

For dashboards in the contact center, CNT Call Manager offers flexibly configurable live monitoring overviews that allow for individual customization to meet the needs of supervisors and agents. Various components and metrics such as service level and service quality, call volume, agent status, and queue information can be integrated to provide a comprehensive overview of current performance. Additionally, thresholds can be defined to automatically trigger notifications when exceeded.

The adaptability allows for relevant data and key performance indicators (KPIs) to be displayed at a glance, promoting proactive management and quick decision-making. A dashboard supports optimal call management and helps continuously monitor and improve service quality.