QueueMetrics > Running QueueMetrics

Inbound / Outbound call flow on Queue reports

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jhfitness:
We had a grouped queue for reports on all of our inbound queues, but I wanted to make one that included our outbound also so we could quickly see look at certain totals (I realize that some of the stats don't make much sense with both types). So I basically just cloned our existing queue and added our outbound queue to the Queue(s) list separated by | .

Everything works as expected, however I was initially confused by the "Call Flow" line which has the default choices of "Inbound calls / Outbound calls / Undefined." In general I guess this is for the single queues but I was afraid it wouldn't work for my grouped queue which has both Inbound and Outbound calls. I left it on Inbound and my report still had stats from both types, so I'm guessing that it doesn't really matter for the grouped queue but I just wanted to make sure I'm using this correctly.

QueueMetrics:
I would suggest not use the same queue code for inbound and outbound - it is better to keep them separate and aggregate them upon need.

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