Comments
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@David Perrault - Hi David, Thank you for your clarifying question. Calls refer to support tickets in general regardless of medium. For example, if an agent is scheduled 8am-5pm, what percentage of their schedule should they be IN adherence? If they are assigned to be AVAILABLE for 4 hours but are actually at lunch or in…
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@Brianna Ruddle Your question - "has the cost per incident been effected now that most companies have been able to start working from home?" - is a good question. I would suggest you post it so the community can respond with what is happening for their organizations.
