CRM User Story 4 - Key Performance Indicator Tracking
by Matthew Bryan
1. 3 Output
1.1. 3.1 Management can monitor service performance.
1.2. 3.2 Knowledge workers can receive individualized performance feedback
2. 1 Functionality
2.1. 1.1 CRM tracks KPIs.
3. 2 Features
3.1. 2.1 CRM features the ability to track:
3.1.1. 2.1.1 Calls offerred
3.1.2. 2.1.2 Calls accepted
3.1.3. 2.1.3 Call abbandoned