Monitorización de nivel de servicio | Software de call center

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</li> </ul> </div> </div> <script type="text/javascript"> FW.onLoad(function () { if (window.innerWidth <= 960) { FW.$('.nav-label:not(.nav-secondary-item .nav-label), .hide-in-mobile a, .lang-selector select, .nav-secondary-item .nav-sub-label').attr('tabindex', -1); }; }); </script> </nav> <script type="text/javascript"> // Activate the navigation elements FW.onLoad(function () { FW.navigation.navLoader(); }); </script> </header> <a class="main__anchor" id="main-content"></a> <section class="banner-right first-fold gradient-light " id ="5196658496316" > <div class="l-page container pb-lg l-home banner-right-image"> <div class="row "> <div class="col-md-5 mobile-center-desktop-left-align mb-lg banner-text-content "> <h1>Su nivel de servicio. La accesibilidad de su marca.</h1> <p class="sub-text"> Use nuestra monitorización de nivel de servicio para gestionar su call center virtual ahora. El panel le resultará 😍</p> <div class="mt-md"> <a title="" class="button button--solid " rel="" role="button" target="_self" href="/es/freshcaller-cloud-pbx/signup/"> SUSCRÍBASE A FRESHCALLER</a> </div> </div> <div class="col-md-7 "> <div class="mt-md loop-video"> <script> (function () { window._wq = window._wq || []; var videoEmbedOptions = {}; /* Get user email from Local storage (if available) and embed it into the widget. 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Supervise sus equipos virtuales y monitorice su nivel de servicio global continuamente. Su nivel de servicio global determina la accesibilidad de su marca y tiene que ser sinónimo de lo que representa su marca.</p> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-6"> <div class="bucket-animation-wrapper"> <div class="bucket-animation-static-bg"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cjto1kmwh05joptg0tshw8jf0-global-service-level-monitoring.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cjto1kmwh05joptg0tshw8jf0-global-service-level-monitoring.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cjto1kmwh05joptg0tshw8jf0-global-service-level-monitoring.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cjto1kmwh05joptg0tshw8jf0-global-service-level-monitoring.one-sixth.png 2x" alt="global service level monitoring" /> <img class="original-image fadeIn " alt="global service level monitoring" title="" src="" srcset="" /> </div> </div> <div class="bucket-animation-container" data-bodymovin-container id="86610974938700"></div> </div> <script type="text/javascript"> /* globals bodymovin */ FW.onLoad('lib/bodymovin', function (bodymovin) { var initAnimation = function () { FW.$.getJSON('https://website-assets-fw.freshworks.com/attachments/ck2wvic4t02s79ufzdaus6dts-global-montoring.json', function (data) { var wrapper = document.getElementById('86610974938700') var animationInstance = bodymovin.loadAnimation({ wrapper: wrapper, animType: 'svg', loop: true, animationData: data, autoplay: true }); FW.$('#86610974938700').find('svg').attr('aria-hidden','true'); animationInstance.addEventListener('complete', function () { animationInstance.pause(); }); FW.$('#86610974938700').parent('.bucket-animation-wrapper').addClass('animation-ready'); FW.$(window).scroll(function () { var id = '86610974938700'; var hT = FW.$('#' + id).parent().offset().top; var hH = FW.$('#' + id).parent().outerHeight(); var wH = FW.$(window).height(); var wS = FW.$(this).scrollTop(); if ((wS + wH) > (hT + (0.4 * hH))) { animationInstance.play(); } else { // stop animation when scrolling up and beyond animationInstance.stop(); } // stop animation when scrolling down and beyond if (wS > (hT + hH)) { animationInstance.stop(); } }); bodymovin.setQuality('low'); }); }; // var browser = SiteUtilities.getUserAgent(); // if(browser == 'Chrome') // { initAnimation(); // } }); </script> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-161096413385889'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> <div class="feature-screenshot-right "> <div class="l-page container"> <div class="row "> <div id="feature-content-164560852383530" class=" feature-screenshot-right__content col-md-6"> <p> </p> <p> </p> <h3 class="feature-heading">Monitorización de equipos</h3> <p>Los objetivos de nivel de servicio para equipos o colas le ayudan a identificar qué equipos o colas no están cumpliendo los niveles de servicio objetivo. Esto le ayuda a identificar las áreas problemáticas de su call center y proporciona muchos datos para tomar decisiones importantes.</p> </div> <div class="feature-screenshot-right__media feature-screenshot__media-container col-md-6"> <div class="bucket-animation-wrapper"> <div class="bucket-animation-static-bg"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cjto1m4m105l4ptg04x8et3yi-service-level-monitoring-for-teams.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cjto1m4m105l4ptg04x8et3yi-service-level-monitoring-for-teams.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cjto1m4m105l4ptg04x8et3yi-service-level-monitoring-for-teams.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cjto1m4m105l4ptg04x8et3yi-service-level-monitoring-for-teams.one-sixth.png 2x" alt="service level monitoring for phone teams" /> <img 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if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section class=" " data-scroll-target="" id =""> <div class=' banner-badges banner-badges-dark inline-full-width' id="stripe-162828632884850"> <div class="pb-sm banner-badges-inline l-page"> <div class="banner-badges-inline-text font-color-light"> <h3>Pásese a un sistema telefónico con monitorización de nivel de servicio</h3> <div class="cta pt-xs"> <a title="" class="button button--solid " rel="" role="button" target="_self" href="/es/freshcaller-cloud-pbx/signup/"> EMPEZAR PRUEBA GRATUITA</a> </div> </div> </div> </div> </section> <section id="" class="section-content-grid l-section section-light-bg " data-scroll-target=""> <div class="l-page container l-grid"> <div class="l-section-heading"> <h2 class="align-center">La monitorización de nivel de servicio de Freshdesk Contact Center</h2> <p class="align-center">Gestione su call center utilizando y monitorizando métricas y funcionalidades clave necesarias para dirigir su equipo telefónico.</p> </div> <div class="row"> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpmw1n500q0g7g0x05qj09f-service-level-target.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Nivel de servicio objetivo</h6> <p>El nivel de accesibilidad objetivo de su empresa.</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpmwv6c00rcggg00fh8m1zq-service-level-achieved.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Nivel de servicio logrado</h6> <p>El rendimiento real de su call center medido cada cinco minutos.</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpmxq3o00tfg7g0gr3vkzmg-service-level-threshold.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Umbral del nivel de servicio</h6> <p>El margen de tiempo dentro del cual quiere que sus agentes atiendan una llamada entrante.</p> </div> </div> </div> <div class="row"> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpmyqbu00vdg7g007jvk3dy-average-time-to-answer.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Tiempo de respuesta medio</h6> <p>El tiempo que le lleva a los agentes responder a la llamada.</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpmzi4300x1g7g07xg0qicx-average-handle-time.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Tiempo operativo medio</h6> <p>El tiempo total necesario para finalizar una llamada telefónica, incluyendo el trabajo posllamada.</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpn182200zdg7g0aa8rdoeg-average-talk-time.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Tiempo de espera medio</h6> <p>El tiempo que pasan las personas que llaman esperando para ser conectadas con uno de sus agentes telefónicos.</p> </div> </div> </div> <div class="row"> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpn182200zdg7g0aa8rdoeg-average-talk-time.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Tiempo de conversación medio</h6> <p>El tiempo real medio que suelen durar las conversaciones entre sus agentes y clientes.</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpn1z0600x2ggg04ot0gjrq-longest-wait-time.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Mayor tiempo de espera</h6> <p>Le ayuda a entender los retrasos en sus flujos de llamadas para mejorar la experiencia del cliente.</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpq4z3m01i4ggg0u6gfxi81-breach-filter.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Filtro de violaciones de niveles de servicio</h6> <p>Filtre y analice cada persona que ha vulnerado su nivel de servicio.</p> </div> </div> </div> <div class="row"> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtqvmtwk00f7emg0wt1y24x2-group-50-1.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Screencast</h6> <p>Muestra sus logros de nivel de servicio en una gran pantalla.</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtq1pbtl02ssg7g0fd7v74yc-group-50.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Abandonos al poco tiempo</h6> <p>Asegúrese de que solo se incluyen las llamadas adecuadas en el cálculo de su nivel de servicio.</p> </div> </div> <div class="l-col-widget col-sm-4"> <div class="icon-small " style=" background-image: url(https://website-assets-fw.freshworks.com/attachments/cjtpqnqv101vhg7g0456hlg6i-time-period.svg);" role="img" aria-label=""></div> <div class=" "> <h6>Periodo de tiempo</h6> <p>Monitorice su nivel de servicio del día o de la última hora o horas.</p> </div> </div> </div> </div> </section> <section class="l-section " data-scroll-target="" id =""> <div class="l-page container align-center"> <h2 class="mt-sm">Cómo calcular los niveles de servicio de su call center</h2> <p>Calcular y monitorizar los niveles de servicio le ayuda a entender cuán bueno es el rendimiento que está teniendo su call center. La monitorización de nivel de servicio de Freshdesk Contact Center ha sido diseñada para proporcionar la máxima información accionable a los supervisores de su call center. En pocas palabras, se calcula dividiendo la cantidad total de llamadas respondidas entre la cantidad total de llamadas que recibieron sus agentes. Los cálculos precisos del nivel de servicio le ayudan a llegar a las conclusiones adecuadas al supervisar su <a href="/es/freshcaller-cloud-pbx/virtual-call-center/">call center virtual.</a></p> <p> </p> </div> </section> <section class=" " data-scroll-target="" id =""> <div class=' banner-badges banner-badges-dark inline-full-width' id="stripe-32912170476934"> <div class="pb-sm banner-badges-inline l-page"> <div class="banner-badges-inline-text font-color-light"> <h3>Calcule el nivel de servicio adecuado con Freshdesk Contact Center</h3> <div class="cta pt-xs"> <a title="" class="button button--solid " rel="" role="button" target="_self" href="/es/freshcaller-cloud-pbx/signup/"> EMPEZAR PRUEBA GRATUITA</a> </div> </div> </div> </div> </section> <section id="133380901406599" class="section-bucket section-text-media l-section gradient-light "> <div class="l-page container align-center mb-lg"> <h2 class="align-center mb-lg">Disfrute de una supervisión sencilla de su call center</h2> </div> <div class="feature-screenshot-left "> <div class="l-page container"> <div class="row "> <div id="feature-content-100468730929646" class=" feature-screenshot-left__content col-md-6"> <h3 class="feature-heading">Con nuestro panel, incluso Jon Snow lo sabe todo 🤓</h3> <p>Con el <a href="https://www.freshworks.com/freshcaller-cloud-pbx/call-center-management/call-center-dashboard/">panel en tiempo real</a> de Freshdesk Contact Center puede supervisar todas las operaciones de su call center desde cualquier lugar del mundo. La sección En Cola muestra todas las personas que están esperando para hablar con sus agentes. La sección En Conversación muestra todas las conversaciones en curso, las cuales puede supervisar escuchando en segundo plano y entrar como supervisor cuando considere necesario. En el panel también puede ver el estado de la disponibilidad de los agentes en tiempo real.</p> <p> </p> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cjty2bc38007fu5g0qzvpy9py-ss1-1.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cjty2bc38007fu5g0qzvpy9py-ss1-1.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cjty2bc38007fu5g0qzvpy9py-ss1-1.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cjty2bc38007fu5g0qzvpy9py-ss1-1.one-sixth.png 2x" alt="Real-time dashboard for phone teams" /> <img class="original-image fadeIn " alt="Real-time dashboard for phone teams" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-100468730929646'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section id="12125536491516" class="section-bucket section-text-media l-section "> <div class="feature-screenshot-right "> <div class="l-page container"> <div class="row "> <div id="feature-content-51966584963670" class=" feature-screenshot-right__content col-md-6"> <h3 class="feature-heading">Pida las métricas que quiera a su sistema telefónico 👊</h3> <p>Gestionar un equipo sin los datos adecuados que permitan analizar su rendimiento no es divertido. Por este motivo, Freshdesk Contact Center le proporciona todas las métricas de call center que podría necesitar con datos en profundidad de cada una y la opción de exportarlas. Ahh, y su cuenta de Freshdesk Contact Center también le dará acceso a los datos de llamadas abandonadas y al motivo del abandono.</p> <p> </p> </div> <div class="feature-screenshot-right__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cjty2d0ra006au4g011tf2edd-ss3-1.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cjty2d0ra006au4g011tf2edd-ss3-1.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cjty2d0ra006au4g011tf2edd-ss3-1.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cjty2d0ra006au4g011tf2edd-ss3-1.one-sixth.png 2x" alt="ss3 1" /> <img class="original-image fadeIn " alt="ss3 1" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-51966584963670'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section id="27715511980640" class="section-bucket section-text-media pt-xl gradient-light "> <div class="feature-screenshot-left "> <div class="l-page container"> <div class="row "> <div id="feature-content-173221949879000" class=" feature-screenshot-left__content col-md-6"> <h3 class="feature-heading">Cuando vea nuestro módulo de Informes sabrá lo que es el amor a primera vista 🎵</h3> <p>Los módulos de informes hacen que un negocio tenga éxito o fracase, y es seguro decir que en Freshdesk Contact Center está en buenas manos. Los informes de Freshdesk Contact Center le permiten analizar datos de llamadas y de agentes con informes prediseñados o creando sus propios informes en cualquier momento. Puede programarlos para recibirlos periódicamente en su bandeja de correo electrónico. Es hora de pasar a la acción con el nuevo módulo de informes de Freshdesk Contact Center.</p> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/cjty2e7d4009iu5g0ts0cl40g-ss2-1.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/cjty2e7d4009iu5g0ts0cl40g-ss2-1.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/cjty2e7d4009iu5g0ts0cl40g-ss2-1.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/cjty2e7d4009iu5g0ts0cl40g-ss2-1.one-sixth.png 2x" alt="Reports for call centers and phone teams" /> <img class="original-image fadeIn " alt="Reports for call centers and phone teams" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-173221949879000'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? 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