Track Holds & Abandon's for Individual Agent and Time of Day
Tags: call queues
Jan 29, 2019 at 10:12am • 5 replies • 0 likes
Craig
Is there a way to tie together queue holds to a specific agent and the time of day? If not can you add it?
5 Answers
Hey Craig, does the info here help you at all? I got it by following the same steps above. I wanted to see Last Month, so I chose that and then I selected the Hour section (there's an arrow pointing towards it) and it pops up more info if I hover over it.
Now, I don't have much info on my Test Account :P but I hope this helps!
Now, I don't have much info on my Test Account :P but I hope this helps!
0
I think I get that but I am looking for a way to see when the holds are occurring, during a day, week month. For example how many holds did agent 2 have last week between the hours of 11:00 and 1:00 (lunch).
So I see where an agent has x number of holds but is there an efficient way to see when these holds occurred (a report)? I believe i can go to calls and download all the calls but that will only show handle time which is hold and live time but it doesn't separate it out. Same for abandoned (hold) except I don't see any reporting that shows anything other than number of abandoned and % of abandoned. Am i missing something?
Thanks
So I see where an agent has x number of holds but is there an efficient way to see when these holds occurred (a report)? I believe i can go to calls and download all the calls but that will only show handle time which is hold and live time but it doesn't separate it out. Same for abandoned (hold) except I don't see any reporting that shows anything other than number of abandoned and % of abandoned. Am i missing something?
Thanks
0
Hey Craig, you can see the Total Hold Time, # Holds, and Avg. Hold Time via the KPIs - just simply select them.
So in Performance Report, go to the Queues Tab, click on the Queue you want to view. This will bring you to a new view that shows the Users in the Queue.
Then click on Select Columns, and choose the Hold Time info you want
So in Performance Report, go to the Queues Tab, click on the Queue you want to view. This will bring you to a new view that shows the Users in the Queue.
Then click on Select Columns, and choose the Hold Time info you want
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