- Joined
- May 30, 2017
- Messages
- 8
- Reaction score
- 3
Hi,
Other than in real time on the Switchboard, where (afterwards) can I see which Agents breached the SLA time?
Reporting only seems to give the total stat for the Queue (unless I've missed something), and the notification emails don't include which Agent/Extension was ringing.
Thanks
--
EDIT
I realized that Breach time and Ringing time can't be considered the same, because a (waiting in queue) call could be breached before even being offered to an Agent.
So it would obviously be unfair to attribute that breach to that agent.
The Call Report "Queue Answered Calls by Wait Time" seems to do a good job of indicating the time it took for Agents to answer a ringing phone.
Comparing that report's stats against the Breaches stat should help clarify things...
Other than in real time on the Switchboard, where (afterwards) can I see which Agents breached the SLA time?
Reporting only seems to give the total stat for the Queue (unless I've missed something), and the notification emails don't include which Agent/Extension was ringing.
Thanks
--
EDIT
I realized that Breach time and Ringing time can't be considered the same, because a (waiting in queue) call could be breached before even being offered to an Agent.
So it would obviously be unfair to attribute that breach to that agent.
The Call Report "Queue Answered Calls by Wait Time" seems to do a good job of indicating the time it took for Agents to answer a ringing phone.
Comparing that report's stats against the Breaches stat should help clarify things...
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