How Convin Helps Monitor Real-Time Agent Status

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Convin’s AI-powered Agent Assist redefines how contact centers track and optimize live agent performance, empowering supervisors and agents with actionable insights.

1. Real-Time Monitoring for Enhanced Visibility
Convin offers an intuitive dashboard that provides comprehensive agent live updates, enabling supervisors to monitor chat agent availability in real-time. Managers can quickly identify agents who are active, idle, or handling multiple queries, ensuring optimal resource allocation. This real-time visibility significantly reduces response delays and improves customer satisfaction.

Real-time monitoring tool
Real-time monitoring tool
2. AI-Driven Suggestions for Smarter Interactions
Leveraging AI-enabled agent assistance, Convin delivers dynamic, contextual guidance costa rica cell phone number list to agents during live interactions. Whether suggesting the best action, recommending cross-sell opportunities, or identifying sentiment cues, the tool helps agents deliver personalized and effective resolutions. Supervisors can also use these insights to identify skill gaps and tailor training for improved performance.

3. Dynamic Knowledge Base for Instant Access
Convin agents benefit from an integrated knowledge base that instantly delivers relevant information. This ensures faster response times and greater accuracy during customer interactions. Agents can focus on building stronger customer connections by eliminating the need to search for data manually.

4. Proven Results That Drive Success
The impact of Convin’s AI-powered tools is measurable:

56-second reduction in AHT (average handle time), leading to faster resolution of customer issues.
A 27% increase in CSAT (customer satisfaction score) reflects improved service quality.
18% reduction in agent downtime, thanks to proactive alerts that help manage agent activity effectively.