Call Logs are records of all incoming, outgoing, and missed calls, often stored in a call management system, providing details such as call duration, time, and the identity of the caller or recipient.
The process of organizing, storing, and sharing company knowledge and resources to ensure agents have the information needed to assist customers efficiently and accurately.
KPI (Key Performance Indicator) is a measurable value that indicates how effectively a business or individual is achieving key objectives, often used to track performance and guide decision-making.
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