question

Andy Anderson avatar image
Andy Anderson asked Brian Park commented

User Call Queue Availablity

We have a larger RC environment with over 100 call queues. I am looking to be able to pull some type of report or see some info in the analytics portal that shows a reps total available time in call queues. We are trying to be able to monitor how long employees are available for calls during their workday.

call queues
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mary-community-moderator avatar image
mary-community-moderator answered

Hi Andy, there is no option to pull this report in our Analytics Portal. However, we have an App Partner that may have this feature. It is called RSI. Learn more about it at https://www.ringcentral.com/apps/shadow-all-in-one-analytics.

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Brian Park avatar image
Brian Park answered Brian Park commented

Hi, I am looking for the same thing and the Audit Trail is the only place where you can see in and out of the queue and can build some logic on time in/out from there.

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Hey Brian, can you tell us more about the Audit Trail's call queue report?

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Brian Park avatar image Brian Park mary-community-moderator ♦♦ commented ·

Hi, using service.ringcentral.com site then go to More than Audit Trail from here you can see Item Affected Users > Status Set QUEUE NAME queue status as Do not accept queue calls or Set QUEUE NAME queue status as Accept queue calls. There are filters here as well so you can work with getting just the data you want. You can search by specific user and date.

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