Contact Center promotes a proactive approach to minimizing queue hold times and improving the caller experience by allowing you to evaluate how calls are handled within queues—all in real time. Stakeholders can easily view how long contacts are waiting and how long it takes to resolve a contact’s issue. Notifications alert you when the amount of unattended contacts reaches a predefined threshold, so you can make adjustments on the fly. Historical performance data is stored to generate various key performance indicator (KPI) reports to drive decisions concerning your operations and staffing.
1. Log in at my.jive.com/cc.
Tip: You can also access Contact Center from the app switcher within other apps.