Quote:
Originally Posted by bluebrigade
A lot of the calls are recorded why dont you ask them to find the original call where the CA said it would be a simple swap out and keep them to it?
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That is incorrect, on average each agent has around 2 calls recorded per month for Quality sessions which are randomly chosen and usually consecutively recorded.
An agent may take 20 to 50 calls per day so very few calls are ever recorded.