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Joined: Sep 2004
Posts: 12
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OP
Member
Joined: Sep 2004
Posts: 12 |
Mainly, I would like visibility of how many people are holding in each group, and how long they have been holding. We do have an external alert set up on the main group... when that happens I realize people are sitting at their desk not logged in. (They are not dedicated contact center people; they have other responsibilities.)
Perhaps most of our issues are management issues, not ACD/calling group issues.
What are your thoughts? Thanks in advance for your help.
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