Real-Time Omnichannel Monitoring

Up-to-the-Second Performance Monitoring

TASKE Contact's real-time monitoring provides invaluable up-to-the-second views into your Amazon Connect call center performance, including fundamentals like:

• is an agent idle or on the phone?
• how long are they spending on calls or chats and how does that compare with other agents
• what's the number of the caller or chat participant an agent is interacting with?

In addition to seeing what agents are doing right now, TASKE Contact lets you review details on what your agents have done so far today.

• start at the group level to see performance as a whole
• drill down to the details of an individual agent
• visualize their performance over time with easy-to-use data tables and charts.

Customer Experience Monitoring

With TASKE Contact, you know how well your customers are being served right now:

• which path through your contact center is used most frequently?
• how many steps a customer takes before being answered or abandons?
• how many customers are in queue waiting to be served?
• how long are customers waiting to be served?
• how long are customer interactions?
• where are customers calling from?
• how many hang up before being served?

You can even drill down to see view the entire lifecycle of an individual call or chat with the TASKE Contact Visualizer