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Status Under review
Created by Maggie Hill
Created on Feb 25, 2022

Add Speed of Answer to Performance Reports for Calls

We want to be able to calculate our service level (for example, we answer 90% of calls within 20 seconds) based on a certain time frame. To be able to do that, we need to see the time the call is answered or the speed of answer for each individual call. This will just need to be added as a column to the Call Performance Report as a column we can add and export.

There is already a service level widget on the Analytics report and an average speed of answer for the users so the data is being captured, but users are not free to export or see the data. Hopefully this is a quick and easy fix!