I've been asked to create an Outbound reports with the following metrics:
Number of Outbound Calls
Talk Time
Work Time
Hold Time
Outbound Time
Average Handle Time
Occupancy
I'm used to doing Inbound calls using the ACD split/skill reports. I'm unsure what CMS reports I can use to track these calls. Can anyone assist.
thx in advance
Number of Outbound Calls
Talk Time
Work Time
Hold Time
Outbound Time
Average Handle Time
Occupancy
I'm used to doing Inbound calls using the ACD split/skill reports. I'm unsure what CMS reports I can use to track these calls. Can anyone assist.
thx in advance