Devoted to the call center industry, the agents on the phones, and their managers

In today’s post, Greg Brashier of Virtual PBX explains how a hosted PBX’s browser based management suite can be used to monitor employees' activities - even if they are thousands of miles away.

As part of its browser-based management suite, Virtual PBX allows managers to see exactly what is happening from any computer with internet access. Whether employees are located in the same facility as the manager or telecommute from home offices, management can monitor activity levels and ensure that calls are being taken in an efficient manner.

Managers can see when agents are logged in and out of queues, when they logged in, if they are on a call, how long it has been since they have received a call, which have logged out or marked their extension as unavailable and how many employees are actively answering calls for each queue. 

If callers are on hold, the queue monitor will indicate how long they have been on hold and what number they are calling from so managers can stay on top of agent activity and increase the efficiency and responsiveness of their teams. This is especially important in a distributed work environment when managers can’t see which employees are taking calls and which are unavailable.