When is an agent response used?

  • The agent response test is used mainly by enterprises using outsourced contact center providers such as BPOs (business process outsourcing), to ensure that partners are performing to agreed standards.
  • With no setup or configuration at the contact center, the test will proactively alert you to customer-impacting issues such as long response times or inability to navigate an IVR.
  • The test gives you the insights and data you need to manage performance and hold providers to service level agreements.