Questions tagged [salesforce-callcenter]

Looking for a formula to measure effectiveness on the queue. In order to assess how many agents we require, we assign queue schedules for our agents. During the queue schedule times, agents are required to be on the queue, however if they need to…

i have setup a CallCenter within salesforce. The callcenter is configured with a CTI Softphone. If i log in with the Softphone, is see the click2dial action on a contact-detail as expected (Image 1). However, on the contact-list page, it displays…