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Favorite report: Agent Group Event by Period
How do you use the reports? The statistics we find most useful are Average Handling Time, Average Talk Time, Unavailable time, Re-queues.
Favorite real-time monitor: Agent State by Time
How does this monitor help you to measure performance? We look at the Idle and Unavailable columns to ensure we are meeting productivity goals.
Which application or application area do you find most useful? The real-time Contact Center Client monitors, especially the Queue Now monitor.
How does this application or application area save you time or improve service levels? We look at both the Queue now and Agent State by Time to react to current call volumes. We can see how many calls are in queue and if our scheduled agents are in the correct state during their scheduled shifts.(Are they sticking to their breaks.)
Company profile
“Swanson Health Products, an independently owned and operated company based in Fargo, North Dakota, was founded by Leland Swanson in 1969 as a mail-order business dedicated to providing quality nutritional supplements at affordable prices, with a strong emphasis on customer service. Now under the guidance of Lee Swanson, Jr., the company has grown to become one of America's largest privately held mail-order and internet marketers of dietary supplements, with sales and distribution channels reaching around the globe.
In the highly competitive supplement industry, Swanson's unwavering commitment to quality, affordability and customer service sets us apart from all others. Our GMP-certified facilities and stringent Quality Control policies ensure that the supplements you purchase from Swanson contain only the finest, freshest ingredients. And all of our products are backed by a 100% money-back Satisfaction Guarantee. It's all part of our continuing mission of Bringing Wellness to the World, one person at a time.”
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Software benefits
“Previously, we had little data to review, other than average talk time and call counts. The products that we have implemented have solved all of our needs and have kept us on the cutting edge of technology.”
The quality of prairieFyre service
“The service has been excellent. The entire staff at prairieFyre Software Inc. seems very knowledgeable on all facets of the software we use. We have them troubleshoot remotely so any issues are resolved quickly and thoroughly.”
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