CRM User Story 4 - Key Performance Indicator Tracking

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