Hello,
I am having issues finding reports that show me how many times an agent's line is being polled by the Queue Manager. The only way I seem to find this number is in the Abandoned Calls Report, showiing how many times the agents are polled before the call is eventually dropped by the caller.
Is there any way to view information that shows how many different agents' phones are polled for a specific call but eventually being answered by someone? And does the same statistic hold true if the agent "rejects" the call on their deskphone.
For example:
Call comes in (strategy is Longest Wait Time)
Agent A phone rings for 15 seconds - not answered
Agent B phone rings for 10 seconds - agent answers
I'm looking for a report that shows me that call coming in, Agent A being polled before not answering, and Agent B being polled before answering the call.
Any thoughts?
I am having issues finding reports that show me how many times an agent's line is being polled by the Queue Manager. The only way I seem to find this number is in the Abandoned Calls Report, showiing how many times the agents are polled before the call is eventually dropped by the caller.
Is there any way to view information that shows how many different agents' phones are polled for a specific call but eventually being answered by someone? And does the same statistic hold true if the agent "rejects" the call on their deskphone.
For example:
Call comes in (strategy is Longest Wait Time)
Agent A phone rings for 15 seconds - not answered
Agent B phone rings for 10 seconds - agent answers
I'm looking for a report that shows me that call coming in, Agent A being polled before not answering, and Agent B being polled before answering the call.
Any thoughts?
