We are using direct agents instead of 'normal' agents.
The business wants this.
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 DA items but not DA Acceptable calls.
The business wants this.
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 DA items but not DA Acceptable calls.
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