Reports/Analytics: Detailed Data on What Happened in a Call Journey (Call Queue)
To have a detailed call journey report on call queue calls wherein it shows the current status of the call queue members while the call is waiting in the queue. To also show if the pending caller on the call queue during that time has been transferred to the overflow call queue if a) already the 6th caller if the number of callers allowed in queue is 5; b) Reached the maximum wait time; c) No call queue members available during that duration. Can be added to the call details when clicked on Performance Report > Calls. Or it should also be added as a column on Performance Reports > Queues Notes: Submitted on behalf of the customer.

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Mark commented
Accurate call volume is critical to management to understand business performance over time, especially when call queues are added and removed for business need, it becomes harder to understand true call volume changes over time (today, it is impossible to know when calls from one queue transfer into another queue and both queues double-count call volume). True call volume, accurate data, is paramount to managing a business well. The more flexible RC is in allowing a business to add locations, queues, rules, transfers etc., the more important it is to be able to track accurate call volume data through that spiderweb structure.