Time Tracking and Activity Monitoring for Call Centers

Take the quality of your call center services to the next level with better individual and team performance. Process more calls, create a consistent customer experience, and generate higher profits by implementing smart technology.

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Agent Workload
Forecasting

Controlio provides tons of historical data to predict spikes and dips in workloads and better respond to customer demand.

Actionable Behavioral
Insights

The app delivers reliable statistics and easy-to-grasp visualizations to spot productivity patterns and role models for creating a performance-boosting environment.

Diligent Monitoring

You can allow users to turn the monitoring on and off from the computer taskbar to avoid accidental capture of their personal data.

How Controlio Ensures Productivity Gains
Through Real-Time Visibility and Data-Driven Approach

Respond to performance issues as they unfold in real-time and develop effective management strategies
based on historical data. Exercise control over your inbound/outbound teams
and WFH/office agents with no micromanagement.

Learn how working
hours are actually used with
real-time monitoring and in-depth reports

Clock your agents in and out digitally with logs capturing logins/ logoffs and the start/end time of every working session
Reduce paperwork while retaining a full picture of time allocation by letting Controlio accurately record minutes and hours required to handle tickets, chats, and calls in various apps.
Compare the Total Time spent by your agents on their computers with Active and Idle times determined by their interactions with the mouse/keyboard to evaluate and address the loss of time.
Check what each user was doing at any point of the day through the detailed Timeline report to see whether their activity complies with assigned job duties and established breaks.
Track which of your agents are currently online and watch what exactly they are doing to flexibly distribute calls and tickets depending on the existing load.
Learn your agents’ individual activity patterns across working hours and days of the week to better shape work schedules and boost productivity.
Keep control of overtime and prevent burnout by revealing agents who have been working after-hours for several days in a row.

Take on board the right technologies to power team productivity with comprehensive web and app usage monitoring

Get a clear idea of app/web usage in your organization to optimize your tech stack and cut license costs on digital tools with poor, redundant, or overlapping functionality.
Rely on Controlio’s built-in engine capable of sorting out websites and applications by category and productivity, including default settings for multiple communication channels.
Finetune the settings by creating custom categories, combining websites and apps in thematic groups, and labeling them based on five productivity levels, from very productive to very distracting.
Find out how much time your staffers spend in certain apps/on specific web pages and what activities take the lion’s share of working hours to uncover bottlenecks in your workflows.
Track which of your agents are currently online and watch what exactly they are doing to flexibly distribute calls and tickets depending on the existing load.
Spot distracting tools and rethink your web/app usage policy to achieve the best balance between performance, healthy breaks, and collaboration.
Form an overall perspective on the time during which your agents can stay focused on particular tasks by checking Active Time against Total Time spent in an app or on a web page.

Maximize your call center’s productivity and enhance the quality of your customer service with actionable KPIs

Gauge the performance of the entire service, different teams, and each agent using the automatically generated Productivity Score linked to the time spent in apps and on websites with various productivity levels.
Measure the engagement of your agents based on Activity Ratio, which shows the relation between Active Time and Total Time in percentage terms.
Compare the metrics with previous timeframes and track productivity trends that display active time dynamics throughout a chosen period.
Use the Productivity leaderboard constructed by Controlio to clearly see top performers and detect those agents who are slacking off.
Reduce distractions by blocking non-work websites and apps or establishing time constraints for collaboration tools and communication channels that can be abused.
Set alerts on nonproductive activities for supervisors to take immediate steps and get the agents back on track.
Launch notifications informing managers of idle users to efficiently manage workloads and better meet customer demand.

Build a safe and friendly work environment protected from insider threats and data breaches

Prevent workplace harassment, data leaks, and malware infection by monitoring communication flow via emails, chat rooms, instant messengers, and other channels (optional).
Resolve labor disputes and respond to security incidents with reliable evidence, such as immutable activity logs and live streams of computer screens or video recording archives (optional).
Reveal risky and inappropriate behaviors by analyzing keywords, snapshots, and operations with documents (optional).
Turn on alerts on activities violating work discipline and block potentially harmful actions, for example, inserting USB flash drives.
Review the Top Violators report to provide the negligent agents with extra coaching and supervision.
Let your agents view their productivity data to encourage self-improvement and promote trust in the workplace.
Ensure controlled access to data collected by Controlio with its role-based policies and safeguard your agents’ personal information by limiting the data collection.

Keep track of separate workflows and the entire swing of the work with all your office and remote agents gathered on a single platform

Deploy Controlio on in-office and remote devices powered by Windows and macOS in a matter of minutes.
Connect your employees to the system and grant them access to different features with a link sent via email.
Group users into departments or inbound and outbound teams to completely recreate your company’s organizational structure.
Assign managers and supervisors to monitor various departments, get real-time alerts, and receive scheduled reports.
View and manage the users and data collected by Controlio with its dashboard available via a browser of your mobile device.
Edit the set-up on the fly and trigger multiple actions in bulk with convenient tools accessible from most sections.
Use versatile filtering options and search bars to reach the information you need in a few clicks.

Customize Controlio’s settings to ensure effective and non-invasive activity monitoring based on the specifics of your call center

Create a custom set of monitoring profiles in compliance with your corporate policies and applicable privacy protection laws, such as the GDPR or CCPA.
Select types of activities to be monitored and set recording methods depending on your staffers’ job duties, efficiency levels, and risk assessment results.
Configure behavior rules to target only individual users or separate teams without interfering with the normal workflows of the whole organization.
Exclude useful websites and apps from restricted categories and take advantage of delayed automated actions to precisely meet your needs with no manual micromanagement.
Factor in time zones, regular working hours, and even individual shifts when launching monitoring or generating reports.
Establish flexible access policies for administrators, managers, and employees entitled to view data collected in the Controlio dashboard.

What Are Controlio Features?

Departments hierarchy

Live sessions monitoring

Remote client agent deployment

Multi-login Dashboard with access control list

Data Export to PDF, CSV

Agent Stealth mode and Icon mode

Audit Log (tracks activities inside the Dashboard)

2-Step Authentication

Cloud-based, on-premises, private AWS cloud deployment options

GDPR data recording&view mode

API for data integration

Active Directory OUs and users synchronization

Reviews

What our customers are saying

“GREAT SOFTWARE, NOT TOO INVASIVE”

"Overall it has been a good experience. I like the ability to defend my team, especially during budget cuts. It's nice to be able to show this one KPI and that's the end of the discussion about cuts to my team. And I REALLY like that."

March 27, 2024

Sr VP of Admin and Marketing, Marketing and Advertising, 11-50 employees
Used the software for: 1-2 years

“GREAT VALUE TO OUR COMPANY”

"My overall experience has been great. The support I receive from our account manager is like no other vendor. They are always there to help."

October 18, 2023

IT Specialist, Construction, 51-200 employees
Used the software for 1-2 years

“KEEPING YOUR BUSINESS ON TRACK”

"Controlio solves challenges in monitoring employee activities, ensuring compliance, enhancing productivity, and protecting data security, particularly beneficial in managing remote work environments, ultimately streamlining operations and reducing risks for businesses."

February 28, 2024

Transportation/Trucking/Railroad, 51-1000 employees
Used the software for 6-12 months