Every call center has issues from time to time. You could have an issue with audio quality, calls sitting in queue without being answered, or calls not even reaching the queue in the first place. You may be the greatest diagnostic genius ever, but if you don’t have better system access, the data you need may be out of your reach.
Access to reports that show what is going on beyond simple call counts is an important first step. In a database-driven agent interface such as that provided by Q-Suite, visibility into the database itself is vital. For that reason, Indosoft provides a report that gives a snapshot of the current MySQL process list, including running times for individual threads and notices. This tool has been invaluable for call centers, allowing them to spot queries that may be consuming too many resources or issues with behaviour.
Sometimes your telephony provider is having issues. Live reports showing the state of telephony channels on the system can let you see if Asterisk detects a problem, or if there’s something else going on. Sophisticated reporting showing call detail records along with the recording of that call can be invaluable in determining if the actual behaviour matches expectation.
It’s really important to make sure that your call center system gives you that under-the-hood access that you need to diagnose issues, so you’re not always having to go to their support line for issues.