Contractors Management
I need an app to manage customer service agents metrics. For Example we would have categories:
SERVICED METRICS:
AHT, ACW, AUX , DISC ADJUSTMENTS PER CALL, SALES PER CALL, TRANSFER %, SMARTLINK DISPOSITION, SMARTLINK EXTENSION, RESOLUTION RATE 7 DAY, RESOLUTION RATE 30 DAY.
SCHEDULE ADHERENCE METRICS:
Staffed Hours, Worked Hours, No Show Hours, Release Hours %, Minimum Worked Hours Met, Commitment Adherence
Notes: We would have a row for for actual metrics, then target, % off target. Then we would have daily view, weekly view, monthly view and quarterly view.
Then a view per contractors and the department as a whole with improvement charts. Let me know if it is something that you can do as I have several projects like that.
SERVICED METRICS:
AHT, ACW, AUX , DISC ADJUSTMENTS PER CALL, SALES PER CALL, TRANSFER %, SMARTLINK DISPOSITION, SMARTLINK EXTENSION, RESOLUTION RATE 7 DAY, RESOLUTION RATE 30 DAY.
SCHEDULE ADHERENCE METRICS:
Staffed Hours, Worked Hours, No Show Hours, Release Hours %, Minimum Worked Hours Met, Commitment Adherence
Notes: We would have a row for for actual metrics, then target, % off target. Then we would have daily view, weekly view, monthly view and quarterly view.
Then a view per contractors and the department as a whole with improvement charts. Let me know if it is something that you can do as I have several projects like that.
Budget :
50$
|
Duration :
2 days
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