Pat, the contact center manager
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Pat is at home at 7.00 PM and she receives a push notification in her phone. The system announces that there is a problem in the call center.
Ooops! My phone is buzzing. Something is not ok in the Contact Center
Pat checks the notification and sees that the number of incoming call for team 1 is too big. She's trying to fix it adding agents from the team 2.
The queue of incoming calls for customer complaints is starting to growth. Let's add more resources.
15 minutes later, Pat checks the app to confirm if the level of service is back to the expected values. Once the KPIs are ok, she moves back the people to team 2.
Let's check if the queue is back to normal values
Good! It seems everything is working as usual. Let's have dinner!
Pat is at home at 7.00 AM. She just get up and is getting ready to start a new day. First thing check how the previous day end up in the call center
Let's see how well we did yesterday
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