Genesis Service Level Reports Improve Customer Satisfaction
Amtelco's Genesis Service Level reports provide reporting on service level statistics for each Agent ID, Agent ACD Skill, Agent Skill Group, and client account. There is also a Service Level report that is grouped by interval. Service Level reports include color-coded indicators of thresholds that have not been met or have been exceeded. Benefits of these reports for the call center include improved customer satisfaction and better business management.
The Genesis Service Level report shows how well Skill Groups are handling calls assigned to that group along with calls the Skill Group are not assigned to but answered anyway. This report also shows information about abandoned calls including system abandons and agent abandons.
The Genesis Service Level Agents report shows how well individual agents are handling calls assigned to them.
The Genesis Service Level Client report shows which client accounts received calls, how many Quick Calls they received and if a Quick Call was assigned.