Hey WEATHERMAN,
This should hopefully help you get the info you need:
- Go to the Queues section
- Select the Queue you want to look at - you will be brought to a page that breaks down all of the members in that queue
- Then for KPIs, try the #Refused - in the Total KPIs and Users sections
I've been through that with a Tech already. If those were accurate then the number of refused combined with the number of inbound/answered should equal the total calls into the queue and it does not.
Ok, hopefully this helps!
You can still get Answered, Missed Calls, and more information by selecting the appropriate KPIs. So for instance, if I want to know how many calls were answered and how many were missed in my Call Queue I would go to
Queues section, then select the Queue I want to look at, then under the User section I would choose these Columns to display: Total Calls, #Answered, & #Missed (w/VM) - you can add any others you wish, this example is strictly Answered and Missed for simplicity sake.
Refused does not refer to calls that were missed, it simply let's you know if a Queue Member (who is in a queue that is either set to Rotating or Sequential) did not want to answer that call, therefore, it went on to a different Queue member
Yes...below are my findings for the Analytics for Yesterday (specifically)
