One challenge we faced was identifying why call handling times spiked during certain hours. We assumed it was just “busy periods,” but digging deeper revealed hidden inefficiencies. With tools from https://www.noralogix.com/genesys/analytics , we finally saw the connections between queue management, agent scheduling, and customer wait times. It felt like turning on a light in a dark room — the data finally told us what was really happening.

Thank you all for the recommendations, we will definitely look at the proposals at our leisure.