Content Comparison

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This agent did not meet the 90% Utilization expectation on this day

Utilization Pitfall

As mentioned earlier this week in meetings/emails - If you let the customer hang up first, you will move to he "After Call Work" status even though you can't see yourself in this status because it looks like you are in "Ready" status. It is important to remember to end each call all the way through to completing the disposition. Here is what to watch for specifically:

1. Watch for the "Caller disconnected" popup in bottom-right corner of screen:
   

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   You can know when you are in "After Call Work" status if the caller disconnected but there is still the little "1" on the blue "Call" button:
   
   

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3. Add notes and click "Next"
   

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4. Complete the call form and click "Next"
   

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5. Select the disposition on the next screen

You should see a screen confirm the call is ended and the little "1" should disappear. If you forget to completely close a call out and you don't pay attention to the "1" then you'll remain in “After Call Status all day. This is an easy pitfall and could cause your utilization to plummet. This will not be considered a valid reason for low utilization since it has been explained how to avoid it.