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THURSDAY 25 SEPTEMBER · 14:32
Six agents are on the line. Seven callers are waiting for your team.
Card support
answered 86 calls - 7 escalated to your team.
7 escalations
Billing line
answered 40 calls - 3 escalated.
3 escalations
HR helpdesk
answered 31 chats - 2 escalated.
2 escalations
Records desk
answered 22 calls - none escalated.
22 conversations
Card support EN
answered 18 calls - none escalated.
18 conversations
After-hours line
answered 5 calls overnight - none escalated.
5 conversations
WAITING LONGEST
26 MIN · VOICE
Caller unsure after two tries
Billing line · card •••• 1964
18 MIN · VOICE
Caller disputes record data
Records desk · order R-5120
11 MIN · CHAT
Individual pay question
HR helpdesk · topic: payslip