The network card parameters optimization that we have conducted revolve around 3 parameters, which are active wait
mode, passive wait mode, and watermark mode.
By turning a fraction of those five weeks of unproductive wait time into active wait
time, agents can learn the skills they need to be more efficient and effective in a multichannel environment.
Both content pieces focus on defining shrinkage and feature best practices to shrink shrinkage by converting idle time into active wait