SLA Breach reports

[Philip Darnell]

Hi

I have a client who is having troubles with their employees answering the phones, they want calls to be answered within 20 seconds because they have test callers, so they have a queue with fewest answered ringing each extension 10 seconds before moving onto the next, when the SLA is breached this means 2 people haven't answered the phone, is there a report that shows who hasn't been answering the calls?

 

[YiannisH_3CX]

Hello @Philip Darnell

For the reports to show this the call would have to be classified as abandoned. You could then run the Abandoned Queue Calls report and see the polled agents that did answer the call.
Without the calls being abandoned i cannot think of another way to get this information.
You could post this as a feature request to our ideas section of the forum https://www.3cx.com/community/forums/3cx-ideas/ . All posts are reviewed by their corresponding Departments and, if feasible and voted for by other users as well, may be implemented in an upcoming service pack or update.