Our clients are requesting basic features in a call center app that they expected coming from other platforms. We had hoped that the call center pro app would feature many of these features, but find that many of them are still missing.
The things that they are expecting from the app include:
- Ability to see how long a rep has been away in between calls
- The ability for managers to log the agents in and out of the queue (which worked in the old call center app)
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View how many calls each rep has taken -
Average call handling time for queue and for each agent -
Number of missed (rejected) calls per agent - Reasons for Away time 1) Lunch 2) Break 3) Coaching 4) Project. I believe the feature is there to add a reason for away, but how do we limit what the agents can write and how do the managers see why the agents are away?
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A differentiation between calls missed and abandoned during business hours when the queue is active and outside of business hours. - Recursive session data. There is a drop down to select the time of data but current session is the only option. We need to be able to select previous days to compare how well we did between days.
- Where do the call recordings go when we turn it on per agent?