Measuring Agent Productivity in Call Centers

To test a new technology

All of the above

To improve agent productivity and satisfaction (correct)

To reduce call times for L1 agents

Lack of data to attribute reduction in call times to GPT plugin (correct)

The absence of A/B testing

Anecdotal evidence from agents

All of the above

The success of the project in achieving optimal solutions

The need to include a plan to measure success in the next phase (correct)

The importance of using a larger model to fine-tune data

The need to rely on prompt engineering to insert private knowledge of products and support tickets