We are a US company providing help desk support for 275 stores throughout the Midwest. Each help desk tech has their own extension that callers can dial if they want to reach a specific tech. This can skew the call log analytics if many callers use the tech's extension versus allowing the techs to answer in a round robin fashion. It can also point out callers preference for reaching a specific tech and/or avoiding other techs. We only have two techs, but this information can help management understand any call disparities between the two.
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