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Wendi Mills

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Activity overview

Latest activity by Wendi Mills
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    Wendi Mills commented,

    1. Talk
    2. ...
    3. Managing Talk
    4. Routing incoming calls with IVR (Talk Professional and Enterprise)

    How does IVR reflect on the call queue? Can I see separate wait times for each group? This will help with forecasting. 

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    • Wendi Mills
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    Wendi Mills commented,

    1. Community
    2. Feedback on Talk
    3. Agent Talk status for reporting purposes

    I would like a report that shows Total Agent Online Time. This is shown under talk but I would like a report that I can view by date. My KPI's are customer satisfaction driven. I require my agents ...

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    • Wendi Mills
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    • 3 votes
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    Wendi Mills created a post,

    Agent online time

    Answered
    1. Community
    2. Insights Q&A

    I would like to capture agent online time and report on it and not just during the current day. This can be used toward agent productivity, incentive and other business needs. The data is already b...

    • Wendi Mills
    • Created
    • 11 followers
    • 11 comments
    • 3 votes