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Active waiting calls KPI or Analytics

Tags: call queues, call monitoring, analytics and reporting

Feb 2, 2023 at 5:53pm • 2 replies • 0 likes

Gary Y

Hello,

I am wondering to see if there is a KPI or some analytics to see what the line capacity is being used during peak hours for a call center. I would like to see if all the agents are available to answer calls and the load capacity. Also, it would help to see if agents are not answering the calls during this peak period. How would you get this data? Thanks!

2 Answers

Rito Salomone answered on Feb 3, 2023 at 3:54pm

Shadow All In One Analytics has a set of historical metrics that demonstrate queue peak hours, wait times, service levels for any time period (day, week, month).

It also offers a real time dashboard where you can set triggers based on abandonment rate, wait times, etc.

(the product is in the App Gallery)

Phong Vu answered on Feb 3, 2023 at 1:03pm

I don't think that the Analytics service gives you such detailed info. You may want to check out the Shadow Agent app and contact the service provider to hear more about their product.

Alternatively, you can use RingCentral API to implement your own app to achieve custom calls KPI.

Read this blog (section "Display calls density") to learn more about the call log data. Let me know if you choose this path so I can help you further on how to build an app for your company.

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