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Hi there,
Was wondering if anyone has had any luck with exporting data (tags and IQS being my northstar) into a BI tool where other metrics can then be visualized together?
If so, any tips and tricks on automating the... (More)
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6 per agent per month (2 by manager, 4 by QA analyst) plus any internally submitted feedback on case handling submissions, and all customer DSAT survey submissions.
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Setting up the processWe do weekly calibration sessions and evaluate one interaction, either a call or web case. As a group, we either listen to the phone call or review a web case from our customer portal. We then evaluate and score the... (More)
