Please add Outbound KPI on call queue under Performance Reports
Users have outbound KPI while Queues does not. Please add outbound KPI as well for Queue under performance reports.
6
votes
Charlyn
shared this idea
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Uday
commented
Hi Team,
We need to include Inbound Duration (Queue Calls) and Internal Calls Duration (Direct Calls to Extensions) as key performance indicators (KPIs) in the Performance Report. Adding both as Total Handle Time will provide a clear picture of my team's overall performance.
I request you to incorporate these metrics accordingly. Let me know if you need any further details.
Thanks!