Operations managers:

• See a very detailed report of call center activity, down to each call on each queue.
• Extremely detailed reporting criteria
• Listen to recorded calls.
• See activity statistics and duration by call stage, with daily, hourly, weekly breakdowns.
• Measure business targets and conversion rates on a number of industry-standard metrics.
• Measure agent activity during the day, both on ACD and non-ACD time, with billable and non-billable work times.
• Excellent configurable security and privacy, on a queue-by-queue basis. All actions can be assigned or revoked on an user basis.
• Can be easily setup to support a virtual or multi-tenant call-center.

Team leaders:

• Very detailed real time call and agent reporting, can be broken down by queue, agent group or location.
• See agent status and real-time activity. 
• Remotely listen to live calls  
• Watch agent screens remotely
• Real-time wallboard mode 

Agents:

• Agents can see their calls and launch CRM apps
• Set call status codes (e.g. Sale, Contact) through the GUI 
• Log-on, log-off, go on pause and set pause reason codes.

Loway

Loway is a Swiss company that produces high-quality reporting and monitoring software for Call Centers. We have been active in the Asterisk world since 2004 and have world-calls experience on Asterisk-based Call-centers.
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