CDR – Call Detail Report is a detailed log of phone calls made or received, including information such as call duration, time, originating number, and destination number, used for billing and analysis.
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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