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.
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.