How KrispCall Tracked 250+ Hours Monthly with Tivazo
From scattered timesheets to real-time visibility. How a global VoIP company streamlined its call management and communication workflows.
About Krispcall
KrispCall is an AI-based cloud phone system with a clientele of 9,000+ businesses in 100+ countries. They have thousands of calls per day, and the support and sales teams operate across-time zones, have CRM integrations, and provide real-time customer communication.
Before Tivazo, it was a conjecture game to actually track productive hours of such a distributed workforce. Manual logging of hours worked, idle time was not recorded, and managers could not have a live view on who was working on what and when.
Running a global VoIP team without visibility is like flying blind
No Real-Time Agent Visibility
Having support agents in different time zones, managers could not see who was active, idle, or stuck until end-of-day reports came too late to do anything about them.
Manual Timesheet Chaos
Manual recordings of call durations, after-call work, and the training hours created discrepancies, billable time omissions, and payroll inaccuracies across the departments.
Idle Time Going Undetected
Paid shift agents were unaccounted for, spending time off their desks. KrispCall was purchasing hours that it was not working without automated idle detection.
Five features that changed everything for Krispcall
Automated Time Tracking: No More Manual Logs
The desktop agent installed by Tivazo automatically monitored all of the active work time of KrispCall agents on all devices every minute. This is no longer a guess, no more Friday scrambles. Timers did not necessarily need to be started or stopped by support reps, reducing timesheet preparation time by half.
Tivazo Time TrackingReal-Time Idle Detection Across Shifts
Tivazo notified an active shift as soon as an idle agent appeared. The team leads would have a chance to intervene in a few seconds before a small stall became an hour of wasted productivity. This in itself saved KrispCall an estimated 40+ hours each month.
Tivazo Employee MonitoringPerformance Heatmaps for Smarter Scheduling
Tivazo’s performance heatmaps revealed exactly when agents were most productive helping KrispCall align high-priority call volumes with peak performance windows. Shift scheduling improved overnight, with no additional headcount.
Tivazo Performance InsightsOptional Screenshots for Remote Accountability
The remote team in KrispCall used the optional screenshot capture functionality of Tivazo to confirm active work during shifts facing the customer, not as surveillance, but as a trust layer that ensured remote responsibility was clear and equitable to both parties.
Tivazo Live ScreenshotsTeam & Role Management at Scale
Role-based access, including at support, sales, and management levels, allows Tivazo to structure its global teams effectively, assign managers, organize departments, and scale the organization without the organizational chart complexity that comes with a fast-growing company.
Tivazo Team ManagementFive features that changed everything for Krispcall
Workspace Setup
KrispCall’s IT team configured their Tvazo workspace in under an hour, inviting agents via email, assigning team structures, and setting role permissions across departments.
Desktop Agent Deploy
The lightweight Tvazo desktop agent was installed on every agent machine. There was automatic tracking that started without any break in the workflow for the calls in progress.
Dashboard Training
Team leads were instructed on the real-time dashboard and heat map views at Tvazo. In three days, managers had begun to base scheduling decisions on live data, instead of gut feel.
Full Scale & Optimize
Following the two-week pilot, KrispCall released Tvazo to the entire team. Spreadsheet anarchy gave way to monthly reporting, and payroll accuracy rose to a new level.
Numbers that speak for themselves
Monthly Hours Recovered
Hours that were not tracked before are now all logged, verified, and reportable every month.
Productivity Boost
Increase in productivity of agents after 60 days of deployment.
Timesheet Speed
Reduced hours to minutes on average to process timesheets during each pay cycle.
Idle Response Time
Faster manager response to idle alerts vs. previous end-of-day reviews.
“We were literally driving blindly with our remote agents before Tivazo. We had heard there were calls going on, but no clear idea of the real productive hours. Now we are enjoying real-time visibility, and we have never been sharper in terms of scheduling.”
