Audit trail for call prior to ticket?
Hi, it would be great if you could see the audit path taken before the call is actually answered, for instance, we had a call which was waiting for 5 minutes before eventually forwarding to voicemail, each agent has 30 seconds to answer so the call potentially tried to connect to an agent 10 times before finally going to voicemail, we have no way of seeing who it tried before it went to voicemail?
On the dashboards, you can see who missed calls, but not which calls they relate to?
This is also something we would like as the most common use for our phone is priority 1 incidents having a customer stuck in line for 5 min and then abandoning the call is not helpful. It would be great to get to bottom of how this is happening.
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