Report are unfriendly. How to make them more friendly ???
How can I get data that I can actually analyze ? I have a staff of many. I need to see weekly summary of time on the phone. Simply exporting a report into excel doesn't do it since the fields are not numerical. So a simple, "how much time was Rep A on the phone last week" is not easy to get. It should be. Any advice is certainly greatly appreciated.!!!
The Reports tab is where you need to go. You can customize and save the report view you want. I use this report weekly to report to the sales manager how many hours sales reps are on the phone. The only drawback is this doesn't capture everything correctly. There are no issues with outbound calls, but on inbound it only credits the time and call to whoever picked up the call first. If your customers always DID or use the automated attendant to get to the rep then there isn't really an issue, but if you have a receptionist answer inbound calls and then transfer them to reps there is.