Agent Quality Dashboard
One of our teams would like to produce a more detailed version of the agent quality dashboard through a performance campaign.
They want to report to the teams how often certain audits are performed based on results from custom field results, and failures. Would that be something you are planning to add in the near future?
For failures, they want the agents and the team managers to see how often they have failed an audit, as in a count of them. Then they want them to be able to see a count of how often certain custom field choices were made, like failures on types of calls, or reasons for refunds, as an example.