Spying and Training

1. Call to Agent. 2. Listen to Agent. 3. Whisper to Agent. 4. Talk to both Parties.


Agents view

name, extension, status, time of current status, caller id, from queue, incoming calls, outgoing calls, total calls, last call time, dial tries, avg talk time, avg outgoing time, total break.


1. Agents statistics. 2. Agents performance: total login, total work, total break, total time, avg time to answer. 3. Agents attendance: Agent login, logout and break details. 4. Queues statistics. 5. Abandon calls. 6. Cdrs. 7. Traffic.