But Really, How Do I Build that Agent % Available vs % Calls Answered Already???
You might feel like we pulled a bait-and-switch on you last week by announcing our latest feature “Insights: Staff Forecasting” 😂 (sorry… a little bit 🤷🏻♂️).
Well, I’m here to make it right this week by showing you how you too can build out the chart that Peter uses in the highly acclaimed (and viewed) video from our VLOG “Let’s Talk Balancing Staffing Levels”.
This chart can be built out for both workgroups and ECC groups. Follow along with our easy steps below and you’ll be able to see these perspectives for your ECC or workgroup agents.
I promise this will be way easier (but maybe not as enjoyable) as my latest “paint and sip” party… I’ll spare you the agony of seeing how that “masterpiece” turned out for me 🤣.
This is the example directly from the VLOG… where we use the Enterprise Contact Center (ECC) data sources…
Curious about Part 4? London Calling… Again? Could Wrap Codes Help Answer: “Why?”
☑ Curious about the original blog posts about The Key Metrics Every Call Center Manager Should Master?
Learn about Part 1: Do I Really Need a 0% Abandonment Rate?
Here’s Part 2: Agent Productivity: The Good, The Bad, The Cherry Pickers
Ready for Part 3? Let’s Talk Balancing Staffing Levels
The last in the series! Using Wrap Codes for a Refined Customer Experience