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Drupal URL:
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https://knowledge.star2star.com//kb/3053
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Source Document URL:
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https://docs.google.com/document/d/1Aq93orTsLti5MwtjGGygMXy0vT-eLiZqZewPVaK1qQg/edit?usp=sharing
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Salesforce KB URL:
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N/A
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If you want to know more details about these calls, click the arrow next to the top corner to access the Call History report.
Note: The information displayed in the Calls widget provides a system point of view, detailing all calls, including how many calls were answered, abandoned, dropped out, etc. Agents Performance and Queue reports do not consider calls such as dropouts that are not applicable for Agents or Queue answer rate calculations, so these reports if compared with the data provided with this widget may differ
Longest Call Duration
The Longest Call Duration section shows the calls that have the longest answering time, at the moment, in each of the queues. If the maximum service time has been configured in the queue, the counter changes to red, indicating that the service time has been extrapolated.
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If you want to know more details about the result of the NPS survey, click on the arrow in the upper right corner of the section to access the Customer Satisfaction report.
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