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Tools for Managers and Supervisors

Call center manager tools control the launching of services, as well as monitoring and reporting on contact center operations.

Echocentral is a toolbar provided to launch Echopass services by establishing a thin-client connection between the user PC and the Echopass hosted contact center. When launched through Echocentral, services that reside on servers in the Echopass hosted environment run as if they are installed locally on the user’s workstation. Echopass services interact seamlessly with the user’s desktop and other applications.

Echoinsite is a secure, web-based application that provides call center managers with real-time reporting and visibility into queue statistics and service levels across their contact center operations—local, remote, or virtual. Monitor real-time queues, live or recorded agent calls, site-specific operations, or multi-site aggregate statistics.

Echoreports provides dynamic and comprehensive reporting in both standard and easy-to-generate custom reports. Echoreports accesses call detail records for every interaction in your contact center across all media. Reports can be generated on a scheduled basis via email. They can also be posted to Echoinsite to provide secure access from any location via the Internet.