longest call for the day
We have sales reps that are responsible for making outbound calls. I need a report that shows the longest call for the day. Right now we only get 'Average Talk Time' which doesn't help. If the reps are required to make 100 calls/day, and their average call time is 30 seconds, that metric doesn't help because they may get a customer and sit on the phone with them for 10 minutes making a sale, but from the average report it looks like they never got hold of anyone.
We also need to report monthly on the number of calls lasting over 30 minutes, and the most frequently called numbers - this is to catch out users that are gaming the system by calling their own cell phones and other shenanigans.
We used to have these reporting metrics when we had our on-prem system.
Joel
shared this idea