Changing Call Results

You cannot change the call result after the call has been dispositioned.  

If agents are having trouble marking the correct call result, this is where call auditing can really be useful. Call auditing allows a manager to go in and listen to calls, detect if the call result was correct or not, and use these call audits to determine whether or not an agent is marking calls correctly.  You can then use this information as a coaching point on how to mark calls correctly.

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