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Realtime Sentiment Analysis
Active Quality Monitoring
Lens offers a robust call quality monitoring tool which provides real-time stats and alerts to identify when Network conditions change. Our proactive approach will notify you on specific metrics which you configure, so you are always in the know. It captures all relevant WebRTC metrics such as Latency, Drops, Jitter, Throughput as well as custom metrics around your headset's performance.
Agent and Queue Metrics
Call Quality History
Agents can now focus on their call handling time. Lens provides a full suite of tools which helps identify ports, latency, speakers, microphones, and other peripherals issues that would significantly reduce troubleshooting time.
Call History Statistics
Call Heat Map
Agent Call History
Connect Plus gives you the feature to configure to save calls been made for a week or longer periods of time. Call History manager allows agent to easily view previous calls made.
After Call Feedback
Connect Plus gives an Agent the ability to rate each call once its over. MOS score will be assigned against each call which would help supervisors to analyze with metrics after collecting data for periods ranging from weeks, months etc.
Click To Dial
Click to Dial functionality provides Agents a convenient, easy and quick way to make outbound calls to customers directly from the website by clicking on the Phone number. This feature works on the Chrome and Mozilla browsers and applies to all formatted Phone numbers.
Dashboard and Alerts
For fast retrieval, all quality data is saved into ElasticSearch. Our dashboard overlays this data in simple and easy to use charts and show issues in real time with built-in alert system. Receive instant notifications via SMS, email, or on the dashboard if problems arise. Keep track of user’s audited calls with our simple thumbs up and thumbs down rating for each call. Get the maximum data utilization of objective and subjective call ratings with zero custom programming. 02 Network Analysis Agents can now focus on their call handling time. Lens provides a full suite of tools which helps identify ports, latency, speakers, microphones, and other peripherals issues that would significantly reduce troubleshooting time. © 2019. All rights reserved.
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