RELATED IDEAS
This idea has been merged into another idea. To comment or vote on this idea, please visit LIVE-I-28 On live reports it will be helpful to see how long someone has been on do not disturb and have the system count the minutes or adding a timer, so management can track this information. .
report for call queue member status at different times Merged
On Admin Portal or Analytics portal to have an option to view the status of the call queue member during a specific timeframe.
For example: Agent A was available on the call queue from 11:30 am -11:32 am. Status changed to busy due to a received call/an outbound call made.
This would help the administrators to identify why calls are not connecting to certain call queue members, without having to extensively check call log if said queue member was simply on a direct inbound/outbound phone call. This will also help identify if there is an issue or not, if agent is not on a call, should be set to available, but did not receive a queue call.
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Create a weekly report that tells an ACD queue manager how long members of an ACD are not available for a queue call during the members working hours.
Merged
Report needed to verify employees are routinely in queue accepting calls. Create a weekly report that tells an ACD queue manager how long members of an ACD are not available for a queue call during the members working hours.
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Future consideration
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View status of call queue members in Call Logs to determine if user was available to answer each call
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In order to monitor whether users within call queues are answering calls when they should be, we need to be able to see if each user was available or not when each call came into the queue. For this, we need a column within the call log beside eac...
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