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After Call Work Capturing

Question asked by rmahre@ncaks.com on Jan 20, 2017
Latest reply on Jan 24, 2017 by rmahre@ncaks.com

I am trying to build out a category to capture the After Call Work (ACW) time so that we can analyze and reduce waste time by agents. Have any of you ever captured this data and what is the best way to do so? What all metadata do we need to capture to enable us to track and analyze this behavior?

 

Thanks,


Rich Mahre

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