Description:
We have encountered challenges with obtaining specific data metrics using RingCX Analytics and would like to propose enhancements to improve reporting capabilities. Below are the details:

Agent Transfer Metrics:

Issue: There is no clear metric to report the total number of transfers made by an agent to either direct extensions or entries in the corporate directory. Despite several transfers being made, the report consistently returns no data (see yellow highlighted section).
Requested Feature: Introduce a new metric or enhance existing reporting options to accurately capture and display the number of transfers performed by agents, specifying transfer destinations (direct extension or corporate directory).
Accurate Average Speed of Answer (ASA) Per Agent:

Issue: The ASA data displayed in the current report appears inaccurate, showing over 10 minutes per agent, which does not align with actual observed performance. ASA values should typically range from 20 seconds to 1.5 minutes.
Requested Feature: Ensure accurate ASA reporting for individual agents. Provide clearer configuration or guidance within the platform to enable users to correctly generate daily ASA metrics for each agent.
Use Case:

Agent Transfer Metrics: Managers overseeing contact center performance need to monitor agent efficiency in handling customer calls, including the frequency and destination of call transfers. This insight is critical for evaluating agent performance and identifying training opportunities.
ASA Metrics: Accurate ASA reporting is essential for team leads and supervisors to ensure SLA (Service Level Agreement) adherence and optimize staffing levels based on actual performance data.
Users That Will Benefit:

Contact Center Managers and Supervisors: To gain actionable insights into agent performance, call handling efficiency, and customer service levels.
Operations Teams: To identify and resolve discrepancies in reporting that may impact strategic decision-making.
Executives and Analysts: To obtain accurate and reliable data for high-level reporting and performance benchmarking.
Benefits:

Improved visibility into call transfer activities, enabling better performance evaluation and targeted training.
Enhanced accuracy of ASA metrics, ensuring SLA compliance and optimized resource allocation.
Streamlined reporting process, reducing time spent troubleshooting and interpreting inaccurate data.
Greater confidence in RingCX Analytics as a reliable source of performance insights, leading to increased user satisfaction.
We believe these enhancements will significantly improve reporting capabilities and provide better insights for our operations. Thank you for your consideration.