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Quvu enables you to listen in to a call between one of your agents and a customer, giving you the opportunity to silently monitor how an agent is performing on a call and carry out quality monitoring. You can even go one step further by carrying out in-call coaching while you are call monitoring an agent, during which the customer will be completely oblivious as only the agent will be able to hear you.
Enhanced status tracking allows you to monitor the current status of your agents in more detail, helping you keep a close watch on why they’re unavailable – for example, being logged off, in coaching, being trained or on a lunch break – or whether they’re in Wrap mode, carrying out after call tasks.
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