question

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michael-arndt1083 asked

User performance report on call queue

I want to be able to gauge how well users are at picking up calls originating from call queues.


For instance, let's say John is on the phone 5 out of 8 hours in a day. In those 3 spare hours 20 calls come in that he isn't picking up. Would there be a report or a KPI that would measure this? What I'm trying to find out is which users are being most productive with their time and which ones may be avoiding calls.

call queuesanalytics and reporting
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