I would like a field to be inserted that indicates when a call received in the CRM ismade by the customer during working hours or outside of working hours. Additionally, for those made outside of working hours, I would like to know if the call was made during the weekend, a holiday, or a break.
Comments
This is a very good idea, specifically, when you have agency staff that are assigned to out of hours work, i.e., before 9o'Clock and after 17:00pm which is the case for my organisation so you can quickly reassign to busier times if needed.
Category: Customer Service Insights – BI Analytics
Administrator on 2/8/2024 9:27:48 PM
Thank you for your submission. We will take this idea into review.
Regards,
Dynamics CCA BI team