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But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019. The white paper provides a deep dive into the impact visual automation is having on a wide range of contactcenter KPIs.
Types of ContactCenter Dashboards Agent Performance Manager Customer Experience Operational Financial There are various types of dashboards to help businesses optimize contactcenterworkflow. These metrics include Average Handle Time (AHT), FirstCallResolution (FCR), transfer rate, and wrap-up time.
The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). Agent turnover, monotony, and lack of engagement are some of the problems contactcenter managers have to deal with daily.
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