Hello,
Our team is looking for some reports. Can someone help me out? We need:
- Number of incoming calls (ACD)* - Total incoming calls - all agents
- Avg Wait Time to Answer - This metric provides us with a view of the amount of resources available to answer the calls. Directly effects customer satisfaction
- 1st call answer rate - % of calls answered by agents
- % Agent Ready - Logged in and available - % of time agents are available to answer calls - or on the phone
- % Calls to Voice Mail / ACD - % of calls sent to voice mail
- % Abandoned - % of calls dropped that did not leave a VM
