Real-time monitoring in Hosted ACD Systems

Real time call monitoring enables call supervisors to monitor the calls handled by their call agents and it helps to promote high quality customer care services. You can check a call that comes through the phone system and get diverted to one of your call representative. You can easily identify the employee who receives the calls and the one who dispatch it. You can make out how long your callers have been on hold.

In traditional phone systems, you need the service provider’s assistance to monitor the call traffic. Though the service providers can assist you, it is a time consuming process.
A hosted PBX system should be ideal for you, if you really want to monitor your call center activities in real time. A sophisticated call queue monitoring tool can help you to check the number of callers waiting, call wait time, call activity, call agents/groups activities, number of employees answering calls from different queues -all at once.

A hosted PBX system, as the name suggests, is hosted and not installed in the conventional manner. You do not have to buy, install and maintain expensive PBX equipments. Added features like call screening, call routing, automatic call distribution etc are delivered to your organization through a dedicated phone connection. Since the call monitoring is totally web-managed, you can easily find out what is happening in your phone system.

The web-administration tool comes with the phone system are customized to fit your needs. Web-administration enables the company owners to change the settings in the system at anytime they want. The user-friendliness of the phone system enables the users to control the system completely without the assistance of service providers or a phone company. You can check your call activity and numerous other statistics in real-time. You can see individual phone usage, the number of missed calls, and callers who are currently waiting. Real-time call monitoring will enhance your business profitability and efficiency. You can get all these from a Hosted PBX System.
Today’s hosted PBX systems come with the advanced ACD technology available in the telecommunication industry. A Hosted ACD system has the capability to perform intelligent call queue. It enables to find out which employees are available to attend calls and which are engaged in a call already. The system routes your callers directly and immediately to an available employee so the call is answered quickly.


This article is published by AccessDirect, providers of Hosted PBX phone System featuring ACD system, Auto Attendant, Voice Mail, email fax service, virtual receptionist, and business voicemail. We also provide virtual phone numbers, local numbers, toll free 800 numbers, New York 212 numbers, and Virtual Los Angeles numbers. Visit us at www.messagingservice.com.