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What are your typical CMS reports to look at for a call center?

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OCsurfer

OCsurfer

Systems Engineer
Sep 6, 2018
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I'm brushing up on CMS and reporting it's been a while. What are the typical reports normally looked at by call center managers?
Historical = agent attendance, abandon rate, Agent attendance, Abandon rate, skill reports, call offered, calls answered.
Real time = call on hold..
Input appreciated, thank you.
 
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