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CONTACT CENTER SYSTEM WITH EFFICIENCY ANALYSIS TOOLS
CONTACT CENTER SYSTEM WITH EFFICIENCY ANALYSIS TOOLS
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机译:具有效率分析工具的联系中心系统
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摘要
An agent efficiency analysis system for a contact center performs analysis and comparisons on where the agents' time is being spent. The system integrates data from multiple systems Automatic Call Distribution, Integrated Voice Response and Work Force Management contact center applications and organizes the data against a standard set of metrics. Statistical trend analysis (long-term and short-term) may be performed.
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