Settings and activity
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42 votes
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Lorraine
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26 votes
An error occurred while saving the comment Lorraine
commented
Accurate reports that include the exact date and time of each missed or refused call are critical for our customer service team. I hold my team accountable for all missed and refused calls, and without this level of detail, it's difficult to properly investigate, coach, and resolve discrepancies.
Lorraine
supported this idea
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2 votes
An error occurred while saving the comment Lorraine
commented
Access to the HUD functionality in HubSpot is critical for our agency support department. We rely on it daily to update availability (on a call, available, out to lunch, on break, out of office, etc.) and ensure proper call coverage. Without consistent access to HUD, our ability to manage workflows, support one another, and maintain service levels is significantly impacted.
Lorraine
supported this idea
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Access to detailed analytics and reporting for refused calls is critical to effectively managing the call center and coaching the team. I need reliable reports that clearly identify refused calls so I can review the data with individual team members and address performance concerns. It's extremely difficult to bring an issue to a teammate's attention without having documentation. These reports provide the necessary visibility and accountability to identify trends.