Check the Talk Times for my Agents
Talk Times for Agents
If you are building analytics capability and are unsure of your next steps (or you’re not taking steps quickly enough), then we suggest you divide your analytical tasks up between your in-house team and your analytics partner.
The most practical way to do this is to have your internal team focus on what’s happening right now and what has happened in the past, and for the analytics partner to focus on predicting what’s going to happen in the future. Here’s why.
Historical Data
You'll gain immediate insight into the performance of your Agents in live time. What’s happened in the past should be well-understood and measured within your business, meaning the job becomes actually digging down in to why it happened – something that can be easily arranged internally
Attributing Improve Metrics
Use this feature to plan your agent deployments. In order to do a good job of predictive analytics, on the other hand, you need a lot more experience around handling assumptions and uncertainties, which third party analytics experts are bound to have a lot of