The report provides information on the number of calls in the queue, the average waiting time for a customer to be connected to an agent, and the average time in which a customer disconnects before being answered.
This information can be used to identify bottlenecks in the call-handling process, determine the efficiency of the contact center's operations, and identify areas for improvement.
The report can be used by team leads and supervisors to monitor the performance of the contact center, make informed decisions, and track the progress of improvements.
Instructions on how to generate it are available by clicking here.
Updated 2 months ago