It's important for the contact center to understand how the customer service team performs over a period of time. If you analyze monthly results, you can understand the overall workload, but it is difficult to identify weaknesses in the work, performance, trends and productivity of agents.
Dynamic report allows you to build a graph or chart with the data in the context of any parameters of the system for a selected period of time, measured in hours, days or months.
EddyDesk's efficient analytics tool gives you the ability to download or immediately print the results.
There are many examples of how to use it, such as:
- how many requests a particular agent handled in the past month;
- identify the subject of the most frequent requests in the last year by weeks.