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They offer a real-time view of performance while showing instant metrics related to SLA, active calls, and agent activity. You can monitor live calls using the main dashboard, including details like call duration, call waiting, and the number of abandonedcalls. . What is an employee call out-line?
And it’s work that most call center managers don’t have the time or tools to do. So if your average speed of answerservice level is currently operating under 80/20, odds are good those numbers are not t he right ones for your call center, and the proper analysis was never done!
Ways to meet your agreed service level — 80/20 or not — is for another blog. But regarding the abandon rate issue mentioned in that last sentence: A great way to reduce — or even eliminate — abandonedcalls is to replace hold times with a call-back. How Do You Set the Right Service Level for Your Contact Center?
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