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Status Under review
Created by Megan Bagtas
Created on Jun 14, 2022

Add KPIs from Performance report to LOB Analytics

Available vs unavailable hours per Queue member

Available start time (per day) per Queue member

Available end time (per day) per Queue member

Busy hours average (Busiest hour of the day on average)

Busy day average (Busiest day of the week on average)

Ability to compare week to week OR month to month
Average talk time per Queue Member

Call Rating average total and per Queue member

Total calls NOT answered by an available agent

Total calls NOT answered because all agents were unavailable