Agent Assignment Metrics

Ability to analyze Agent Assignment workflow

We have introduced Agent Assignment Metrics to help monitor customer service levels and agent behavior during assignment. With this report, you will be able to monitor the time the customer had to wait in the queue before being assigned to an Agent. Additionally, you'll be able to measure the responsiveness of agents in accepting new conversations. It will help you improve the efficiency of Agents with more transparency in operations.

Navigate to "Metrics -> Reports -> Assignment Metrics" to view this report on the Contacto console.

Release date

This feature was released on 28th Jun 2023.

Questions?

If you have ANY questions, contact your sales rep or customer success team directly. They're the qualified experts to get it sorted and have you up and running in no time.

Resources and Videos

We have plenty of resources to support your contact center efforts on our website under Resources: www.contacto.com

Access our product videos on YouTube: https://www.youtube.com/c/Contacto-by-plivo