Hello expert friends;
Good afternoon, a consultation, could you please clarify the concept of the Cleared statistic and why is it presented?
It happens that I have a strategy that derives the operator call and when it went into production the cleared index increased.
Basically my flow is as follows:
1 WorkFlow Index: enter the call and identify the type of customer, in this case it is Premium.
2 Enter the call to the Premium subroutine (workflow), within this subroutine I have configured the Target with Skill parameters
3 If the skill condition meets the call, it is answered by an adviser, otherwise the call returns to the Index.
4 already in the Index the call that was not answered passes to a flow of EWT analysis to derive the call to the best agent of the best attention group.
Basically that’s it, I’m attentive to any suggestion on your part.
Thank you.