View today's performance
How are things going today? Are you getting a normal number of calls, or is the Sloth Grooming team overwhelmed? Are you meeting service-level goals, or are customers with questions about the newest sloth shampoo getting impatient and hanging up? The Intraday section helps you answer these questions and more.
- Click Intraday in the side menu.
- Select the skill you want to monitor from the Select a skill or skill group drop-down list. Information about call volumes and handle time appears.
- Click the Performance tab. Information about speed of answer, abandon rate, and service level appears.
To adjust agent schedules in response to this information, see Adjust agent schedules.