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?
Analytics or Report to show what Queues employees are taking calls from?
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
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