NEXT-GENERATION CALL CENTRE PLATFORMbilgi@gsantral.com.tr
G-SANTRALNEXT-GENERATION COMMUNICATIONS
TREN
LIVE OPERATIONS AND TEAM MANAGEMENT

Live operations monitoring.
Central team management.

Monitor call volumes, agent statuses and conversations in one workspace. Spot when support is needed and join the workflow with controlled access.

Live Agent Monitoring — actual G-Santral interface with sample data Enlarge screen
Live Agent MonitoringSample team and call data
Operational indicators Agent and call monitoring Screen monitoring Coaching and support
OPERATIONAL VISIBILITY

A shared operational view
through dashboards.

From daily management to shared displays,
key operational indicators in one place.

MANAGER WORKSPACE01

Operational Dashboards

Monitor call volumes, queue status and team performance in a shared view. Review daily operations with indicators suited to your management priorities.

  • Call and queue indicators
  • Agent statuses and performance monitoring
SHARED DISPLAYS02

TV Mode Dashboard

Share key operational indicators with your team on large screens. Make the current situation visible across call centres and shared workspaces.

  • A dashboard view designed for large displays
  • Operational awareness across the team
LIVE AGENT MONITORING

Operational indicators and
agent-level monitoring.

A shared view to review daily operations
and understand your team’s status.

01

Track demand

Monitor the pulse of your operation with waiting and active calls, answer rates, SLA and average handling time.

02

See the right team scope

Filter agents by status, team and queue. Review on-call, ready, break and after-call statuses.

03

Monitor work patterns

Track status durations, working totals, recent events and agents awaiting shift sign-in.

QUALITY, LISTENING AND EVALUATION

Call monitoring and
authorised intervention tools.

Listen to live calls and support agents when needed. Assess call reviews against quality criteria, then follow up through feedback and coaching.

  • Silent listeningListen to the conversation to review the process.
  • WhisperingProvide spoken guidance that only the agent can hear.
  • Joining the callJoin the conversation so both parties can hear you when needed.

Actions are available according to permissions and team scope.

Quality evaluation reports
Agent management panel — actual G-Santral interface with sample data Enlarge screen
Agent management panelSample data
Live screen monitoring — actual G-Santral interface with sample data Enlarge screen
Live screen monitoringSample data
LIVE SCREEN MONITORING

Live screen monitoring
during the conversation.

See the agent’s on-screen actions alongside the call context. Identify where a task becomes difficult and provide relevant help.

Screen views and monitoring sessions in one panel with authorised supervisor access.
Explore screen monitoring
COACHING AND DEVELOPMENT

Coaching plans and
development workflows.

Complement immediate support with planned development. Turn feedback into trackable steps with video coaching in the supervisor panel and a dedicated coaching workspace.

  • Development goals and action plans
  • Owners and follow-up dates
  • Staff acknowledgement and evaluation appeals
Explore coaching tools
Appeals and Coaching — actual G-Santral interface with sample data Enlarge screen
Appeals and CoachingSample data
NEXT STEP

Explore the supervisor experience for your team.

Let’s discuss live monitoring, screen monitoring and coaching using your own operational scenario.

Request a demo
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Sample dataZoom in to see the details
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