The ability to see on the real time agents screen, in how many SmartDialer calls are pending by team and also the percentage of pending calls that are being dialed.
In line with this, I would like a report with stats by day on the percentage of pending SmartDialer calls that were actually dialed. Plus the percentage of missed calls.
These reports would give faster clarification as to whether, on a daily basis, the appropriate number of agents are available on CTM. The ability to set an alert if these stats fall below a certain percentage would also be helpful.
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