CallCentreVoice Topic Custom View Director

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Julie Jarrett on 6/3/2008 15:54:46.
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Julie Jarrett
Customer Delivery Manager - HR
Royal Bank of Scotland

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Custom View Director  [6/3/2008 15:54:46]

Within my small Call Centre we monitor our call flows via Customer View Director - does anyone know if there is the option to display Average Call Wait time rather than longest call wait time. Our KPI is Average Call Wait time of 90 seconds and we do not seem to be able to monitor this throughout the day until we get the results the following day??

Any help would be appreciated.

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Steve Helm
Planning
Outsourcing

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Julie,  [10/3/2008 13:10:49]

You are planning for an average wait time of 90 seconds?

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