Due to the nature and sensitivity of calls received, this healthcare organization is by no means a standard contact center.
In addition to serving a local community, their contact center serves as a 24-hour hotline service for the National Suicide Prevention Line. For this reason, there was a unique need to incorporate the ability to select multiple wrap-up codes to disposition, identify, and categorize those interactions that required critical attention appropriately.
The company initially approached Genesys with the need to report, tag, and track calls based on the content of the call. Often this is done via wrap-up codes, however due to the nature of the calls being handled, there is a need to tag a call with multiple wrap-up codes.
Unable to meet the reporting requirements on their own, Genesys brought in eMite to help meet their unique demands and create a reporting solution that would check all the boxes in terms of real-time and historical reporting capabilities, mapping to specific KPIs, and also the ability to pull in multiple data sources into one single view. eMite’s streamlined reporting would help the organization spend less time creating complicated reports and allow the client to focus on caller/patient care and agent training.