Time Doing When They Are Active Calculate How Many Calls They Manage The Duration Of . The Breaks They Make The Average Time Of Each Call Etc Agent Productivity For Both . Incoming And Outgoing Calls It Brings Us Closer To The Performance Of Each Worker Based . On Data Such As First Call Or Average Response Speed . Detailed About Calls They Include Reports Related To Specific Aspects Of The Calls Themselves Such . As The Identity Or Characteristics Of The Customer Served Abandonment Rates The Direction Of The .
Calls And Their Particularities Incoming bc data brazil And Outgoing The Total Volume By Time Slots Etc Queue . Activity Another Interesting Aspect To Know Is How To How Does The User Behave When . He Has To Wait In Line Normally Patience Is Limited In This Sense So It . Will Help Us To Improve By Being Able To Calculate The Average Waiting Time The . Longest Waiting Time Or The Number Of Calls That In A Specific Period Passed Throughthe . Queue Campaign Productivity Where Is Our Strategy Failing What Are We Doing Well These Reports .
Are More Oriented Towards Results Both In Incoming Attention Related To Customer Satisfaction And For . Outgoing Work Agent Training Use Of Correct Data Segmentation Of Performance Reports All These Reports . Can Be Presented In A More Generic Way Or Opt For Specificity To Go Into . More Detail On A Specific Aspect That Is Considered More Important And It Is Even . Possible To Customize Them To Assess The Performance Of Specific Workers In Any Case Call . Center Performance Reports Are An Accessible And Tremendously Useful Way To Objectively Measure The Companys .