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It analyzes both live calls and call recordings to prompt agents, spot trends, identify reasons for customer calls, improve quality, measure scriptadherence and discover training and coaching needs. Robust APIs for integration. Speech analytics is another essential for cloud contact centers.
Scheduleadherence. Call center scheduleadherence is a percentage measure of how well agents stick to their schedules. High adherence rates demonstrate that people are working when they are supposed to, which keeps queue times down and helps to split traffic between agents. Call center script.
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APIs 
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