RELATED IDEAS
Data that shows time and date of call refusals in Analytics, Performance report
Currently in the Performance Reports in Analytics, only the "# Refused" report is available. Instead, there should also be a report that shows the specific date and time of when calls are being refused in Analytics for Performance report. This will allow the admins to gather more detailed reports of call refusals.
I have a user whose refused calls are substantially higher than other team members. I need a way to show valid evidence that they are intentionally hitting the refused call button and I cannot subjectively prove that without necessary evidence.
this is literally like having a car where the windows do not go down
Agreed, this feature would be FANTASTIC.
Also add the agent who refused it, and which queue they were logged in to.
This would be great to have.
We need this
We need this feature.