RELATED IDEAS
On live reports please add the count of Refused calls to each agent, currently we can only track it on performance reports. It would be helpful to track this information live and the time of the refused call and ability to track if agent was already on another call causing the refused call.
The performance reports shows this information, however this information should also be live for management responsible for monitoring call queue and performance of agents. Performance reports shows the number of refused calls however not the time of those refused calls, not sure how we are supposed to track the reason behind those refused calls. For example I would like to see the cause of refused call, was it because call queue was not turned off and agent was on another call, which would justify this.
