- 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.
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