![]() ![]() Agent Status CodesĪlso known as ‘reason’ or ‘activity’ codes, status codes enable agents to signal their availability for calls to the ACD. The agent’s status at a particular point in time – e.g. Agent Ramp-Up TimeĪgent Ramp-Up Time refers to the time taken by an agent to reach minimum levels of efficiency Agent Status Agent Out CallĪn outbound call placed by an agent. Occupancy is the period of logged-in time agents spend on call-related activity. ![]() A collection of agents that share a common set of skills, such as being able to handle customer complaints. Agent GroupĪlso called Split, Gate, Queue or Skills Group. May also deal with customer correspondence and customer emails.Īgents are also commonly known as customer advisors or customer representatives. The person who receives and makes customer telephone calls. Awaiting Further InstructionĪFI stands for Awaiting Further Instruction and is typically a wrap up code waiting for a customer to respond with further information. This is also called “wrap-up” and “post-call processing (PCP)”. After-Call Work (ACW)ĪCW or after-call work, is the period of time immediately after contact with the customer is completed when any supplementary work is undertaken by the agent. ![]() See Real-Time Adherence Software and Occupancy.Īn after-call survey is a feedback request made following a customer call, with the goal of uncovering success or flaws in the call touchpoint experience.
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