Real Time Floor Management

Monitor real-time dashboard activity, including agent statuses (idle, busy, on-call), attendance (adherence), and SLA performance. Ensure call center and desk collection teams meet daily targets such as call volume, issue resolution, or payment collection. Identify issues like excessive idle time, high call queue volumes, or absenteeism in real time. Provide recommendations or escalate to supervisors to resolve operational issues. Collect real-time data and prepare periodic reports on agent prod