Simple Talk metrics details are not currently available in any reports.
Hold Time details - length of hold time per hold instance in the case of multiple holds on one call
Agent transfer details - was the transfer a cold or warm transfer?
In the case of a warm transfer - the agent conversation should be recorded so we can audit whether an appropriate hand-off was made
Access to these metrics would allow us to ensure the quality of our customer calls - that customers weren't placed on hold longer than our established standard, that a warm transfer was performed, and that proper information was provided from one agent to another when transferring a call.
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