Talk lacks the ability to see a service level at a glance. All other call center software offers this view and many allow customization of the equation that calculates the percentage of service offered. For example, what percentage of calls have been answered in a target time of 30 seconds, or what percentage of calls offered have been answered. This type of live metric is essential in call centers that need to keep a regular pulse on the performance of their call center as well as time management groups for forecasting staffing levels.
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