Eliminate Missed Calls From Total Inbound Counts. Change Inbound to Answered in Agent Activity Reports and Totals

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Inbound Call totals currently include Answered and Missed call data in the Agent Activity report. Most times, we are not considering a missed call as an activity. We do want to coach against things like missed calls and hangups. Yes, we can export the call detail report and build counters including and excluding call results, but we are hoping to not live in excel . Within the agent activity report, it would be optimal to be able to select similar metrics located in the Live report build. An instant win would be to change "Inbound" in agent Activity to "Answered" for activity accuracy. Example: Agent A is showing 20 Inbound calls and 80 Outbound, giving the idea of 100 calls handled, while 20 could have been ignored. Including "Answered" data with total calls and activity would provide a more accurate snapshot of actual activity. According to the live reports, it seems that data is calculated in RC, but the fields in relation to agent activity could be modified. I hope this makes sense.

  1. US
  2. Retail with one main contact center and muiltple small contact centers in regions. 
  3. Change Inbound to Answered in Agent Activity and Call Totals. Eliminate Missed. 
  4. Above
  5. Above
  6. Above
  7. 2700+
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Kalen White

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Posted 3 years ago

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