RELATED IDEAS
Segment Reports by Business Hours Only
I am at a loss for how I am unable to pull reports for Business Hours only, instead of seeing all the data points for 24 hours a day. I would like to be able to accurately report performance metrics to my call center for the actual hours they are logged in and available i.e. If are business hours are active as 9a-3p, I am not concerned about a call that came in at 7am or 6pm. The Analytics page has the KPIs we are tracking but the manual work it takes to extract the information I need is frustrating.
What's more is that the Download file has the time and date stamps in the same field so we can't filter the results easily.
shameful, really shameful that RC as a business tool does not allow call reports by business hours. How do you expect a business to check performance of agents, who receive calls during business hours and after business hours, if all we get is a total daily sum of calls. the call after the business hours should not be counted as missed calls in "performance" since these calls are not an indicator of the agent's performance.