Daily Call Metrics
Outbound Calls
Understand at a glance just how many calls your team has made with this real time tool that also provides insight into the average call durations, abandoned call, and more. Complete with clickable links to access specific calls if desired.
Inbound Calls
Quickly understad how many calls your organization has received with real-time accuracy. This feature can seperate calls that come to the administrative side of the business to preserve your call center metrics.
Call Management
By easily viewing your real-time call volume you can have a much better understanding of what your employees are doing on the phone throughout the day.
Call Center Metrics
Total Calls Received
Quickly and easily see how many calls have been received by your call center team along with which group in the call center has received them.
Abandoned Calls
When and if call volumes spike, this feature gives real-time access and visibility to all abandoned calls and time tracking of when the calls are abandoned. Clickable link to see call by call information.
Time Management
This feature helps you identify call volume by hour for both received calls and abandoned calls together to aid in staffing decisions more efficiently.
Queue Management
Manager View
Call center managers generally have multiple groups or departments they are responsible for. This report gives a real-time view for each group complete with total agents that are logged in, on active calls, and how many calls are waiting to be answered.
Clickable Links
If one of the queues / groups happens to stand out, the manager can click on that area to gain a deeper insight into what is happening at that specific point in time.
Real-time Access
Having access to real-time data is invaluable to call center managers. Quickly identifying gaps in available agents along with an understanding of calls waiting to be answered allows for quicker response time for customers.
Live Call Access
Dashboard
Access total agents available along with how many are logged in to better manage your group. Gain quick access to call statistics to see how many calls this group has answered throughout the day. Abandoned call totals along with the average abandon time are also listed.
Management View
Real-time access to information to compare statistical data points for a better management experience.
Listen in - Whisper
This feature allows you to click on the Action button to access to live calls currently under way. Action button allows for access to any of the calls currently underway. The clickable link enabes either the Listen in, Whisper or Barge feature.
Live Call Features
Listen in
This feature allows for the ability to listen in on a live call monitoring where a third party can hear both the agent and the other participant without being heard in the call.
Whisper
This feature enables a third party to access a live call in order to whisper to their agent only. The other participant cannot hear the internal conversation.
Barge
This feature allows a third party to access a live call in order to both listen in and to be an active participant if and when needed.
Hosted PBX
SIP Trunks
Quality of Service (QoS)
We can provide you with cutting edge networking and hardware featuring the latest equipment and hardware by YEALINK, SNOM, POLYCOM and MICROTIK
The right solution for your business
We are revolutionizing the way business communications are made across phone, internet, and cloud services. Your business solutions are waiting for you.
Small Business
Managed Voice | Business Internet | SD-WAN
Less than 15 employees with no dedicated IT department. Option to add Managed Solutions to help keep business running smoothly.
Medium Business
IP Phones | SD-WAN | MPLS (IP VPN)
Big reliance on SaaS and cloud computing, creating a lot of network strain and the need for high-speed symmetrical solutions.
Enterprise Business
IP Phones | SD-WAN | Fiber | IP VPN
Multiple branch offices, remote users, and a large network. All staff, regardless of location need high-speed and secure connections.
Software Defined Wide Area Networks (SD-WAN)
Your next generation solution has arrivedWide Area Networks (WAN) have grown and matured over time with so much complexity and custom features. Management and deployment of WAN's can be complicated and expensive. 1Wire has addressed this by simplifying WAN’s and deploying the next generation of WAN called SD-WAN. All the bells and whistles of complex WAN setups can now be deployed remotely across your network in one management server.
Don't Be Shy
If we didn't answer all of your questions, feel free to drop us a line anytime.