MIS influences

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MIS influences
Hi

I would like to know how does MIS influences WFM .

Editor

Call Centre Helper

MIS is Management Information System
The MIS system is the reporting system on the ACD or telephone system that feeds into the WFM system.
It will typically report a an interval of 15 minutes things such as
- Nubmer of calls/ contacts
- AHT
- Average Speed of Answer
- Abandons
- Number of advisors
It will also tend to report in real time the advisor status (on call, on hold etc)

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