Mejorar Tiempos de cara al agente | Voters

Improve agent lead times

in progress

Eduardo Palacios

The data that can be seen in analytics (ticket closing time) does not consider the time when the agent was assigned, but since the creation of the ticket. Like the TMAC and TAMEC, something that can be measured for the agent should be added.

September 27, 2021

Francisco Henández

marked this post as

in progress

Francisco Henández

Hello, Eduardo!! :-) 
Currently at Adereso we are working on a solution, we will add a new ticket design, adding the OLA (Operational Level Agreement), which is the time elapsed since the ticket was assigned.
We share with you a view of the new ticket where you can see the new OLA option.
This new redesign is among our priorities and we are focused on being able to bring it to our platform more than soon. 
Cheers!