thanks for this great info..
I recently graduated from university (majoring in compputer science) ,, and i just got a new job, i was hired as a (customer care project coordinator)in the main telecom provider in my area.. may main responsibility is to support the customer care department (Call Center to be spicific) .. the project that im working on now is supporting a new software application for the call center, so i must find what can we do for this software to reach the highest effeciency for the adviosors.. note that that the advisors are working on the system since more than one year.
anyways.. my boss asked me to find a way to measure (the volume of the problem) in the call center through this system, so can any one help me with some ideas????
