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Details
  • $attribute.Name Author: Verint
  • $attribute.Name GroupBy: Verint Listings
  • $attribute.Name Product: Integration Studio , Workforce Management
  • $attribute.Name Type: Adapter
  • $attribute.Name Language: English US
  • $attribute.Name Price: Free
  • $attribute.Name Support: Free
  • $attribute.Name Website: Free
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Kustomer Adapter for Workforce Management - Email CSI Metrics

What is it? 

The adapter connects Kustomer CRM to Verint’s Workforce Management and sends email queue statistics from Kustomer to Verint on a 15 minute interval.  The statistics provide insight into the quality of customer service and can be used for forecasting and scheduling employees.  Statistics included are…

  • Average handle time
  • Average speed of answer
  • First response time
  • Average abandonment rate
  • Average time in queue

What's required?

  • Adapter Subscription
  • Kustomer CRM
  • Verint Workforce Management