We have recently changed over to Finesse from CAD and was wondering it there is any way to see how agents are hanging up at the end of the call.
I have implemented an After call survey using the Post call treatment within the script and we need to find out how many agents are using the button rather than hanging up their phones with their handset.
The business is starting to measure this as a KPI and the agents need 100%.
I have implemented a solution to this now, by setting a Call peripheral variable before the transfer. But need the stats from before this.