Management using real time reports Real time reports show the current status of your contact center. Therefore management will also respond to the current situation. We will introduce the main items displayed in the real time report and explain how to view them. AVAYA based service of our cloud PBX service but the concept is the same for other contact center PBX systems. Business real time report The business real time report displays information for each business. Waiting call maximum waiting time The current number of calls waiting and the maximum waiting time for any waiting call is displayed.
When a call is waiting you can either instruct the operator who is in the middle of post processing to interrupt the post processing and respond to the waiting call or temporarily assign skills to another operator and have them take the primary reception. It will be Number of operator phone number list statuses broken down by job The operator status indicates the status of the operator who is logged in to the task such as available talking finishing up or away from the desk as a numerical value. One thing that you should pay particular attention to is the number of people that can be accommodated. If this number is it means that there is no operator who can receive this work so the next incoming call will be a waiting call.
We aim to be an easy to connect contact center by ending calls and post processing as quickly as possible and bringing them to a ready to receive status. To do so look at the operator real time report described below and manage the operating status of each operator. Operator real time report Operator real time reports display information by operator. The current status of each operator accepted busy finishing up away from desk etc. and the elapsed time since changing to that status are displayed. An example of management using operator real time reports is as follows. Check operator status Check the status of each operator displayed in the list to see a breakdown of the overall status.
发表于 2023-4-13 16:00:06
