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How do you deliver and track off line work items?
There are tasks within some contact centers which are worked while agents are not servicing phone calls. How do you deliver these tasks to agents to be worked? How do you track the task? How do you track handle time?
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Knowlagent users move many of these common shrinkage activities to wait time. They create "activity queues" that are delivered during idle time, creating active wait sessions. Then they can track the productivity of each session.
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