- Create custom states for call wrap-up, special after call work, outbound preparation and other activities
- Establish thresholds for each state that indicate how much time is considered “in adherence”.
- Define which states are included or not included in the agent adherence calculation
Thursday, November 8, 2012
How to improve schedule adherence and get it to the next level
Advanced Schedule Adherence comes in. It enables supervisors and call center managers to create custom states and rules to match their unique center needs. Here are a few examples: