My client has asked my company to provide the KPI: "Percent of calls answered by customer service representative within 30 seconds"
Currently the Analytics Portal within the "call details" section you can see how long a call spent in each IVR/queue before being answered by a user, but this information cannot be downloaded to a .csv.
The analytics portal also reports on "Average speed of answer", but currently does not provide its customers the data to make that calculation themselves, where is the transparency in that?
Currently the Analytics Portal within the "call details" section you can see how long a call spent in each IVR/queue before being answered by a user, but this information cannot be downloaded to a .csv.
The analytics portal also reports on "Average speed of answer", but currently does not provide its customers the data to make that calculation themselves, where is the transparency in that?