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  1. Please add Outbound KPI on call queue under Performance Reports

    6 votes
    Under Review  ·  1 comment  ·  Analytics & Reporting » Live Reports  ·  Admin →
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    Uday commented  · 

    Hi Team,

    We need to include Inbound Duration (Queue Calls) and Internal Calls Duration (Direct Calls to Extensions) as key performance indicators (KPIs) in the Performance Report. Adding both as Total Handle Time will provide a clear picture of my team's overall performance.

    I request you to incorporate these metrics accordingly. Let me know if you need any further details.

    Thanks!

    Uday supported this idea  ·