 Call Centre Agent Times
We have been using a BCM 400 with call centre for a few months now. The problem I have is the call centre manager gauges her staff on when they log onto their phone in the morning. The problem I have is the time the system is reporting back as the agent logon time s not the same as the time the agent actually logged in. I've stood over a nubmer of agents checked to exact time they log in and it sometimes differs by 5 minutes. I did think it maybe logging the time of first call but this does not seem to be the case either.
Any help in this would be much appreciated. |