Is there a way to tie together queue holds to a specific agent and the time of day? If not can you add it?
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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
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!
It is helpful but how can we export that data? Or as it is now would we hover over every day and hour for every agent?
Hey Craig, doesn't look like you can export the hours data at this time. I'll keep an eye out for something like this in future releases. We're still building out the Analytics portal, and I can definitely see how this would be helpful :)
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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