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Analytics or Report to show what Queues employees are taking calls from?
Tags: call queues
Feb 20, 2024 at 9:50am   •   1 replies  •  0 likes
Ben Brock

I have multiple queues set up and i want to see what queues my employees are taking calls from. Is there an analytic tool that can show me this information?

1 Answer
answered on Feb 21, 2024 at 7:49am  

You can try the following:
Go to the Analytics Portal > Business Analytics.
Create a new dashboard, because you don't care about the default dashboards.

Create a table widget on the new dashboard.
For Rows - select users
For Columns - select total calls

For Row Filters - select Queue agents (I believe this will exclude calls made to the direct numbers of the user, and will only keep the queue calls in the report)
For Data Filters - select To Extension and then chose 1 of your call queues.
Save

Once you create this widget, duplicate it.
In the duplicate change the data filter to another of the call queue. In this way you can have a separate widget for each call queue.

It would then work like this:
On the widget for Queue1 you will see that User Jon Doe has taken 5 calls.
And then on the widget for Queue2 you would see that Jon Doe has taken 20 calls.

You can also have 1 master widget that is without a Data Filter -> it would be showing all the calls that the user has taken, regardless from which call queue they came

2024-02-21-173912-analyticsringcentraleu-638293dd0.jpg


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