We are just starting to use the system to do call evaluations. Any guidance as to how to set up a group that encompasses all call center agents so that recurring reports can be run without having to create new reports every time someone is hired or leaves the department? Essentially, I know that I can add each individual that is currently in the contact center (by name) into a report that is set up to be recurring. I'm looking, for KPI purposes, to be able to track performance on the contact center level, not just the agent level, and I want to be able to do it without having to select individual employees.
#QualityManagement#Reporting/Analytics------------------------------
Amber Krueger
Ultimus Fund Solutions
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