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For Analytics portal to reflect actual call details that are affected for each KPI it is applied to

Not enough details in Analytics Portal.

For example, while call queue calls show which calls were picked up, there is no indication of member status at the time the call came in. Audit trail would need to manually be checked, along with call log to identify if Agent was set to Take all calls at the time that the call came in.

Another instance is that while there is a KPI of Abandoned Hold, it does not show which call it is, to make it easier to track and listen to, should recording exist.

  • Guest
  • Feb 22 2021
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  • Guest commented
    22 Feb 10:52pm

    To clarify, the feature we need are as follows:

    1) For the Analytics Portal to include Agent Status on the Queue/Calls information so we can easily identify why it is not ringing the agents assigned.

    2) To include a detailed call info for calls affected under a certain KPI. Where you can click on a certain KPI's result/#of calls, and upon doing so would expand it to show the number/date/time of said call/s that was picked up / ignored / abandoned during hold by said agent.