This report provides information on conference calls in a contact center, based on the campaign and skill set.
It measures the number of conference calls and the different actions taken during the call, such as transfer or manager intervention. The report can help team leads or supervisors track group productivity and performance for quality assurance purposes.
Agents’ immediate reporting managers will find this report useful to understand and access the agent’s knowledge base.
Instructions on how to generate it are available by clicking here.
Updated 2 months ago