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· Configure your own announcement message at the top of the page to alert agents to important company information
· Compare today's s Abandoned Calls, ASA, AHT, Service Level (GoS), Calls Offered, ASA, Abandoned Calls and Occupancy with with yesterday's trend and the Same Day Last Week (SDLW) trend.
· See real-time Agent Status information and be alerted when agents spend too much time in one state.
· See near real-time information around Calls Handled, Calls Offered, Service Level (GoS), Abandoned Calls, ASA, and OccupancyAHT, Answer Rate, Number of Calls Waiting and Longest Wait Time.
Datablocks used:
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