The Call Queue Panel, Average Waiting time calculation seems to count Abandoned Calls, including those calls that only ring the queue for a spit second and then abandon because the queue is full.
As a result, the displayed Average Waiting time amount is woefully inaccurate and much lower than it should be.
All this to say, can Queue Full Abandoned Calls not be counted in the Average Waiting time calculation?
This is important because the inaccurately low Average Waiting time gives managers the impression that callers are waiting in queue only a short amount of time, yet, in reality, operators are deluged with calls. So, the statistics create bad blood between managers who want to cut staff based on the overly rosy stats and operators who are getting more frustrated and want more staff to help answer the phones!
BTW, adding a new displayed stat for "Never Answered Queue Full" will help managers clearly see how many calls never reach the queue because it's full.
Finally, managers also want accurate reports to easily justify adding staff to executives and owners.
Thanks!
As a result, the displayed Average Waiting time amount is woefully inaccurate and much lower than it should be.
All this to say, can Queue Full Abandoned Calls not be counted in the Average Waiting time calculation?
This is important because the inaccurately low Average Waiting time gives managers the impression that callers are waiting in queue only a short amount of time, yet, in reality, operators are deluged with calls. So, the statistics create bad blood between managers who want to cut staff based on the overly rosy stats and operators who are getting more frustrated and want more staff to help answer the phones!
BTW, adding a new displayed stat for "Never Answered Queue Full" will help managers clearly see how many calls never reach the queue because it's full.
Finally, managers also want accurate reports to easily justify adding staff to executives and owners.
Thanks!
