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Question

Business Analytics: Incoming Call Detail

  • October 29, 2024
  • 2 replies
  • 31 views

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I’m new to using Business Analytics. Is there a way to get the incoming call details for a queue or a person? MY manager would like stats showing the calls coming in to each queue and, at a minimum, where those calls are coming from. We’re a bank, so the calls would be coming from many different branches and departments within the bank. Some numbers are set up as “Teller Line (branch name)” whereas others are a person’s name because they’re a manager or from a department. 

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  • New Participant
  • October 30, 2024

In the RC Portal, click on Analytics, then on the left side click Performance Reports.

In the headings that are presented, the first heading is QUEUES. Some good stats in there.

 


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  • New Participant
  • October 30, 2024

Seeing your screen, I’ve discovered I don’t have the permissions. I’ll ask our IT department to add them for me. Thanks!


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