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These reports are the snapshots, the tangible records that document everything from call volumes and servicelevels to agent productivity and customer satisfaction scores. Adherence to Schedule : Monitoring the percentage of timeagents adhere to their scheduled duties directly impacts staffing efficiency and servicelevels.
In an omnichannel contact center, its crucial to allocate more agents to channels that anticipate higher activity levels, such as chat during peak sales events or phone support after a product release. Intraday Management Even with the best forecasts and schedules, real-timemanagement is essential to maintain flexibility.
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