"Longest Hold Time" New KPI

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  • Updated 2 months ago
I work for a call center out of Albany New York, we help people who are stuck on the side of the road with tire related disablements. I would like to propose a new KPI for the Ring Central Analytics portal. I would like to be able to see my "Longest Hold Time" or at least be able to see all of my individual hold times when i download my call log into an Excel Spreadsheet.We would use this feature for a more in depth call monitoring and Quality Assurance. We currently have 5 CSRs and 3 supervisors but we will be expanding to 20 CSRs in the coming few months.
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Kyle McCann

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Posted 2 months ago

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