Improve Adherence and OccupancyAcross Every Shift
Spectosoft turns everyday agent activity into clear signals on schedule adherence, seat utilization, and shrinkage, so supervisors can act before service levels slip.
One Dashboard. All The Insights
Running a Call Center Floor IsGetting Harder
Queues are unforgiving and supervisors are expected to catch problems before the report does. Here is where the gaps show up first.
Annual agent attrition
39%
average annual agent attrition
Constant hiring and onboarding drains supervisor time, and weak coaching signals push new agents out faster.
Paid time unaccounted for
30-35%
of paid agent time is off the queue
Between calls, after-call work, and unplanned breaks, lost minutes add up. Without a baseline, they only show up as missed targets.
Service level misses caught late
80%
of calls in 20 seconds is the standard target
A wallboard shows the queue, not the agents behind it. By the time adherence slips on screen, the interval is already lost.
Built for Call Center Teams. From live floor status to audit-ready reports, everything a supervisor needs to hold service levels.
Watch agent activity as it happens
See who is active, idle, or away across teams, queues, and sites, and catch a slipping interval while there is still time to fix it.
SLA, Occupancy, and Shrinkage Reports
Break down SLA compliance, occupancy, and shrinkage by team, queue, and interval. Export for client and leadership reviews.
Coaching Backed by Evidence
Compare active and idle time by agent and shift, then use session replay to review how work was handled and coach with specifics.
Privacy Controls and Risk Alerts
Privacy filters keep personal activity out of capture, and alerts flag unusual activity so supervisors act without watching every screen.
The Difference Real-Time Intelligence Makes.
See what changes when supervisors stop waiting for end-of-day reports and start acting on live signals.
- Service level misses found after the interval closes
- Adherence checked through spot audits
- Off-phone time buried in exports
- Coaching based on call samples and gut feel
- Service level risk flagged mid-interval
- Live adherence view by team and queue
- Occupancy surfaced by agent and interval
- Coaching backed by activity data
5
outcomes we track during the pilot
Prove Value in One Program
Pick one queue or program, agree on a baseline before deploying, and review the results together with operations, HR, and security.
Frequently asked questions, for leaders evaluating workforce visibility, security, and team oversight
Still have questions?
