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While we can get the numbers for the Group as a whole, that means little since we don't know who is responsible for the lower than expected answer rate. Is it a select few that are not meeting their expected answer percentage, or is it evenly spread out across all Group members?
As an example, if 2400 calls come into a Group over the course of a month(our average usage), how many of those calls were answered by User A, and how many by User B, etc. Without that detail, the overall number has a clouded meaning, and no indication what changes the department needs to make in order to improve the answer rate.
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