We are using direct agents instead of 'normal' agents.
This is a business demand.
Is it possible to measure the servicelevel of a direct agent?
I cannot use a skill report for the direct agent skill else I would have used that.
An agent report will show direct agent items but not direct agent Acceptable calls.
We are using CMS Supervisor 17.
This is a business demand.
Is it possible to measure the servicelevel of a direct agent?
I cannot use a skill report for the direct agent skill else I would have used that.
An agent report will show direct agent items but not direct agent Acceptable calls.
We are using CMS Supervisor 17.