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.
Summary reports boil down the thousands of lines of statistics into simple and easy to read / understand reports that managers can use to manage the call center and make changes that improve productivity.
Key Features:
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.
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Threshold Analytics
