Call Queue Analytics > Agent "accepting calls" time tracking
Customers need to be able to do ad-hoc reporting to determine when agents in a queue (or multiple queues) are available / not available (presence) AND "Accepting call queue calls" or not "Accepting call queue calls"
10
votes
Matt LaHatt
shared this idea
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Patrick
commented
The Call Queues Booster license (or the Customer Engagement Bundle) provides access to live reports where I can see which agents are available in real time. But I can't find anywhere to access historical data on agent availability in RingEX.
It's great that I can see a live view of which agents are available, but I need to see how much time each agent is staying available over time too. -
Jason
commented
It's crazy that this isn't a metric that's tracked. How can we tell who's logged into the call queue if there's no reporting around this?