QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: illailla on September 15, 2017, 11:26:37

Title: Customizing reports with the abandoned calls parameter
Post by: illailla on September 15, 2017, 11:26:37

Hi,
I am looking for customizing the reports to not taking into account abandoned calls that were abandoned before the first 5 seconds of a call. These 5 seconds is the time that a call takes to start ringing an agent's extension, so we do not want blame the agents for calls that they couldn't even hear. I have not found anything similar on the forum.

Thanks in advance,
Toni.

Title: Re: Customizing reports with the abandoned calls parameter
Post by: mirkox on September 15, 2017, 11:40:08

Hi illailla,

go to the "Run custom report" page; from there you can use a lot of filters, included a minimum wait time.

Mirko

Title: Re: Customizing reports with the abandoned calls parameter
Post by: illailla on September 21, 2017, 09:24:41

Thanks, that works. It never occurred to me.