Solution for Customer Support & Call Centers – MTrackPro
Boost support team efficiency through visibility, speed, and quality assurance.
MTrackPro is designed to optimize customer support and call center operations by tracking response times, screen activity, and tool usage in real time. With powerful monitoring and reporting tools, supervisors gain the clarity needed to coach effectively, improve SLAs, and ensure agents stay focused and responsive.
Challenges Faced by Support Teams
Inconsistent response and resolution times
Lack of visibility into live call handling or agent behavior
Difficulty managing large, remote, or shift-based teams
No objective data for performance or QA evaluation
Tool-switching delays and distractions during peak hours
How MTrackPro Helps
See how MTrackPro will help you achieve organisational goals
Live Screen & App Monitoring
Get instant insights into agent activity
- ⏺ Monitor active applications and web tools
- ⏺ Track screen behavior during live calls
- ⏺ Ensure proper CRM/ticketing system usage
Time & Productivity Tracking
Identify time spent on each task and tool:
- ⏺ Track productive vs. non-productive time
- ⏺ Monitor idle periods between or during calls
- ⏺ Align team availability with peak call hours
Scheduled Screen Recording
Maintain audit trails for quality checks
- ⏺ Record screens at defined intervals
- ⏺ Store securely for compliance and training
- ⏺ Support performance reviews and escalation resolution
Task Assignment & Workflow Monitoring
Assign tasks or follow-ups and monitor in real time:
- ⏺ Use built-in task management or sync with support tools
- ⏺ Track completion rates, missed follow-ups, and reassignments
Custom Reporting & SLA Dashboards
Get SLA-focused insights:
- ⏺ Agent-wise response time and handling duration
- ⏺ Daily performance summaries and attendance
- ⏺ Exportable reports for QA and management reviews
Key Benefits for Support Teams
Improve First Response Time (FRT) and Average Handling Time (AHT)
Ensure consistent performance across remote or in-office agents
Enable effective coaching based on real behavior and trends
Drive accountability with clear metrics and transparency
Use Cases
Monitoring support reps in high-volume call centers
Monitoring support reps in high-volume call centers
Auditing ticket resolution quality and timeliness
Enhancing onboarding and training with real usage data
Why MTrackPro Is Perfect for Support Ops
Unlike generic time trackers, MTrackPro
- ◆
Is built for real-time monitoring during dynamic support workflows
- ◆
Enables non-intrusive, compliant oversight
- ◆
Offers the insights managers need to drive service excellence
Deliver Better Support—Consistently
With MTrackPro, your support team gets the structure, tools, and supervision they need to stay responsive, accurate, and customer-focused—no matter the scale.