Chris Smith
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Atividade mais recente por Chris Smith-
Chris Smith comentou,
Being able to retrieve this specific data is critically important in managing the effectiveness of call centers. It's pretty standard data used in call centers. Can we get an update?
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Chris Smith criou uma publicação,
Agent report for specific day and time segment
I have approximately 50 agents working talk, chat, email at various times every day. I'm looking for a report recipe that will allow me to pull a specific date and a specific agent and breakdown in...
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Chris Smith criou uma publicação,
Talk historical reporting
Is there a query for showing a Talk agents Total online time; Time Available; Total Away Time and Total Talk Time for a previous time period (previous day, previous week, MTD, etc.)?
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Chris Smith comentou,
Any update on this? Measuring schedule adherence and/or compliance are standard measurements in contact centers. Without it, KPI's can become misleading leaving the organization and the agents at ...
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Chris Smith comentou,
How is Not Recorded defined?
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Chris Smith comentou,
Has there been any progress on this matter? Having a way to measure short abandons (at varying intervals like 5 sec, 10 sec., etc.) would be invaluable. Having this criteria in reporting lends cre...
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Chris Smith comentou,
Any update to this? I'd love to have access to historical, intraday reporting (30 minute, 60 minute segments) of agent Available time, Away Time, Offline Time, etc.