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Average Speed of Answer (ASA) per hour statistics in Wallboard

Discussion in 'Ideas' started by Saulius Balciunas, Feb 24, 2017.

  1. Saulius Balciunas

    Joined:
    Jan 13, 2017
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    Hello,

    We have a call center customer who switched from Avaya for certainn reasons.

    Despite 3CX is pretty good product, however we receive some requests regarding improvement of Queue reports.

    One of them is Average Speed of Answer (ASA) per hour statistics in Wallboard. It is a call center key performance indicator (KPI) typically referenced by managers when assessing their team’s efficiency, performance and degree of accessibility to their callers

    Currently there is a possibility to see the average waiting time on queue, but it is for the whole period between Scheduled Queue Statistics Reset.

    It does not allow to take fast decisions for call center managers.

    Please suggest this improvement for future releases.