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  • 1.  Queues Performance for open hours only

    Posted 12-07-2018 08:27
    Is it possible to gather the data to only show Queue Performance for the open hours? I really don't care about calls that come in or are abandoned while we are closed. Our clients are looking for reporting to show how many calls are coming in/answered/abandoned during this time.
    I looked in filter but the time option isn't there.
    #Reporting/Analytics
    #Unsure/Other

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    Nicole Waiksnoris
    PricewaterhouseCoopers LLP
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  • 2.  RE: Queues Performance for open hours only

    GENESYS
    Posted 12-07-2018 10:15
    The approach I have typically seen used is establishing call routing schedules to only send calls to the queues during the established working hours. 

    You could also consider looking at the Queue Metrics Interval reports. You could generate as a .XLS and then use filters in Excel to only include those intervals which are during working hours.

    There is not a way to filter out specific hours from the Queues Performance view.

    Regards,

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    Don Huovinen
    Genesys - Employees
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    Original Message


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