This report analyses the success rate of call connections for the contact center. It examines the number of answered and connected calls and the number of unanswered or disconnected calls. This helps assess the call routing and handling processes and improve them.
The report reveals which campaigns and skill sets may need more resources or training to improve. It also indicates which campaigns and skill sets are performing well.
Team leads and supervisors of inbound contact centers find the report useful, and it can be generated daily, weekly, or monthly.
Instructions on how to generate it are available by clicking here.
Updated 2 months ago