On a daily basis call centers and agents exceed their thresholds and the manager and the agents are made aware of the threshold violations. As a manager, you do not have time to explore each KPI threshold violation. However, if you have a summary report of the threshold violations you now have a tool that shows exactly where the call center can improve.
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Key Benefits of Threshold Analytics

  • Enable proactive decision making
  • Mobile analytics and decisions
  • Improved assessment accuracy

Spectrum threshold analytics is a summary reports that show the call center manager

  • Which KPI’s have gone into threshold, throughout the day;
  • When they went into threshold during the day;
  • How many times they went into threshold for the day;
  • The totals for each KPI for the day;
  • A weekly/monthly (trend) report can also be created.

Contact Spectrum for further information on threshold analytics.