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Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
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Agent Performance Metrics: Evaluates how effectively agents resolve queries, their adherence to scripts, or their ability to manage difficult interactions. Recommendations: Advanced systems might even suggest actions, like refining scripts, introducing new training modules, or adjusting staffing levels during specific hours.
Finally, getting desired outcomes and minimizing errors can increase revenuepotential while plugging in leakages. As such, it can be a reflection of key performance metrics like CSAT scores, averagehandletime, average hold times, FCR, net promoter score (NPS), etc., The same goes for call flows.
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