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Improving QueueMetrics / Enhanced Agent Reporting
« on: January 05, 2010, 22:24:03 »
I got an email from our customer service support manager asking for a new reporting feature that I thought I'd pass along.
We produce (internally) a daily report by agent that includes a number of calls, total call time, average call time, and number of transfers. We break this data down by day, agent, and queue.
All of this data is gathered from the existing queuemetrics reports, however we have to put it together in an Excel spreadsheet.
Would it be possible to produce a "dashboard" style report that would include a customizable set of fields over the selected date range? Sort of like a mini-data-cube?
Thanks again for a great product!
Eric Hill
Pioneer Balloon Co.
We produce (internally) a daily report by agent that includes a number of calls, total call time, average call time, and number of transfers. We break this data down by day, agent, and queue.
All of this data is gathered from the existing queuemetrics reports, however we have to put it together in an Excel spreadsheet.
Would it be possible to produce a "dashboard" style report that would include a customizable set of fields over the selected date range? Sort of like a mini-data-cube?
Thanks again for a great product!
Eric Hill
Pioneer Balloon Co.