Angel Virtual Call Center

Angel Mobile Virtual Call Center (VCC) is a smart phone application to be used by call center Supervisors to manage the status of the call queues and to take corrective action in real time to improve the customer experience of callers.

Supervisors are able to use this application to see the current status for each agent within all managed call queues. To stay in line with call center SLAs, the Supervisor can change the status of individual agents by checking them in/out or setting an agent in an away status.
Supervisors can also use the application to coach agents by listening to recorded calls and providing feedback to an agent via email directly from the app.

In addition, Supervisors can get an up-to-the-minute snapshot of each call queue by looking at metrics for each queue, filtering them by queue and time period.

Note that this application is for customers that are already using Angel VCC to monitor their call centers.