| It might have been just a fluke.
If not, there’s no excuse for this. Those automatic systems have the ability to track just about everything including how long folks set on hold, abandon calls (when you get tired of waiting and hang up) and the call volume of Spanish vs. English at any time during the day. If there are bilingual attendants logged into the Spanish line waiting for a call while the English line has calls backed up they aren’t using the reports and assigning personal properly. |