Hello!
I recently started using a call queue with 5 virtual managers, and I’m trying to better understand their individual performance, specifically how they’re performing within the call queue.
When I look at the queue’s performance report, it shows 113 total calls, with 88 answered and 25 abandoned (I’m assuming abandoned means missed calls?).
However, when I switch to the performance reports for the 5 individual users and filter by that same queue, the numbers don’t seem to match up the way I expected. The total calls, inbound calls, and answered calls are all the same across users, and together they add up to the 88 answered calls from the queue report. I also thought the “refused calls” metric would show how many calls each user missed, but those numbers don’t add up to the 25 abandoned calls shown in the queue report.
What I’m really looking for is a clear and accurate way to evaluate each user’s performance based on the call queue, including:
- How many calls they answered
- How many calls they missed or ignored within the queue
Is there a report or method that breaks this down more clearly? I want to make sure I’m looking at this correctly and fully understand how the reporting works. Please let me know if there’s a better way to get this information.
Also, right now, we have the queue set to ring based on longest idle. Is this the best approach, or would you recommend a different call routing method?