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Alarms & Thresholds

A feature of most management information systems (MIS) is the facility to enable performance alarms or thresholds. Because MI systems display a… View

Call Centre Stress

The 'bad' call centre reports, one way or another, indicate the 'big brother' syndrome developing in call centres.  High stres… View

Real-Time Reports

Real-time reports show current ACD data including agent activity.  The reporting interval is generally set in the ACD parameters of 15 - … View

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