Unified Service Desk

The Unified Service Desk feature in Dynamics 365 is the perfect way to ensure you are effectively optimizing your call center staffing levels.

Average Handle Time

The average amount of time an agent spends engaged with a customer. Reducing this by even a second can translate into millions in savings.

Average After Call Work

How much post-call time the agent is taking. Every second an agent spends doing After Call Work is taking away valuable customer facing time.

First Call Resolution

How often a customer concern is solved adequately in a single call. This generally correlates with Customer satisfaction.

Customer Satisfaction

Normally customer satisfaction measured as a yes or no, or on a scale of 0 to 10 point.

Unified access to customer information

Unified Service Desk brings all a customer’s information onto a single interface. That allows the agent to deliver fast and accurate customer service.

Utilization

The percentage of an agent’s time actually spent engaged with customers.