- A ticket "Request for Callback" is received;
- Agent opens the ticket and makes an outbound call;
- After the call is finished, agent updates the ticket.
If I want to have a realistic view of the agent's productive time, should I only take "Time Spent Per Update" into account, or do I need to sum the call time and "Time Spent Per Update"?
I can't figure out when an agent makes an outbound call, if the call time is included in "Time Spent Per Update"?
Any help would be much appreciated.
Vous devez vous connecter pour laisser un commentaire.