QueueMetrics forum

QueueMetrics => Improving QueueMetrics => Topic started by: Red_Devil99 on July 01, 2011, 09:49:59

Title: Unanswered calls- change to what calls gets reported
Post by: Red_Devil99 on July 01, 2011, 09:49:59

Is it possible to have Queuemetrics NOT log/report calls as unanswered if they have been in a queue for a duration less than “X seconds” – a fixed variable which can be set and changed by QM admin.
Currently a call is logged/reported on regardless of the amount of time it spent in the queue.

There is an option called “Wait duration between _ and _ seconds” when running a custom report which can be used when running a custom report but I would like this available as a queue setting which will apply to a queues and all reports generated for the queu (not only when running a custom report).

Eg. I would not like to see a call where someone hung up after waiting in the queue for 2 seconds- this sort of messes with the stats.

Title: Re: Unanswered calls- change to what calls gets reported
Post by: QueueMetrics on July 01, 2011, 10:13:45

You can use the Custom Reports filter to ignore such calls.

Title: Re: Unanswered calls- change to what calls gets reported
Post by: Red_Devil99 on July 01, 2011, 10:19:40

Thank you for the reply.

I know I can run a custom report to ignore such calls but rather than using a custom report, I would like to set this for all reports that are run on a queue(not just custom reports)