I wanted to clarify what I think I'm seeing regarding our agents "Hold" numbers. If our agents complete a Consult or Transfer, will these numbers be included in their Hold number. Is the Hold number only showing the number of Holds with no other phone interaction? Also if an agent puts a member on hold, comes back to them and places them again on hold, is that considered 1 hold or 2 holds? Thanks!
Rob Luckett
APGFCU
#Reporting/Analytics------------------------------
Rob Luckett
Workforce Analyst Manager Member Service Center
------------------------------