Chris Smith
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Last activity
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Activity overview
Latest activity by Chris Smith-
Chris Smith commented,
Yes. I would like to establish a metric for percentage of calls answered within a specific amount of time. In this case, the goal would be 80% of calls answered within 20 seconds. I need to measu...
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Chris Smith created a post,
80/20 Talk SLA
Any easy way to setup a Talk SLA of 80/20 (80% of calls answered w/in 20 seconds) for inbound calls?
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Chris Smith commented,
Until the launch of this dataset occurring sometime within Q2, I'm curious how others are working around this Zendesk issue. Any alternatives better than screen-shotting the daily agent snapshot a...
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Chris Smith commented,
I'm not seeing a definitive answer to the first question posed on this thread. If there are multiple departments, each with varying hours of ops, then what is the most efficient means of preventing...
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Chris Smith commented,
This request for essential call centers metrics has been lingering for a very long time. However, it does not appear as though this need has gained any momentum. Is there a possibility of this req...
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Chris Smith commented,
Is there a way to determine if the "non-answered calls" were outbound or inbound?
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Chris Smith commented,
Agree with this metric being available across both Talk and Chat channels. Reports to measure Availability Time, Away status timestamps, etc. for previous day, week, month, etc. is crucial. This m...
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Chris Smith commented,
Completely agree. These are core fundamental metrics used in contact centers. I was surprised they were not built in to the off the shelf Explore package of available reports. I wonder what the tr...
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Chris Smith commented,
Being able to retrieve this specific data is critically important in managing the effectiveness of call centers. It's pretty standard data used in call centers. Can we get an update?
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Chris Smith commented,
Any update on this? Measuring schedule adherence and/or compliance are standard measurements in contact centers. Without it, KPI's can become misleading leaving the organization and the agents at ...