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  • 1.  Queue Reports Inbound Call by Month and Hour

    Posted 03-18-2020 12:06
    Hi, Dears, 

    I need to know if there is a queue report where I can see the numbers of the inbound calls by queue and by the hour for a range of months.  For example, I like to see something like this:

    Month: Enero
    Hours                        2pm                3pm

    Queue name2           56 calls           40 Calls
    Queue name3           60 calls           30 Calls

    Month: Febrero
    Hours                        1pm                2pm

    Queue name2           40 calls           30Calls
    Queue name3           50 calls           80 Calls


    Regards





    #Reporting/Analytics

    ------------------------------
    Edwin Moreno
    Interaxa S.A.
    ------------------------------


  • 2.  RE: Queue Reports Inbound Call by Month and Hour

    GENESYS
    Posted 03-20-2020 02:34
    Hi Edwin,

    The "Qeueu Metric Interval Report" would be a good data to extract what you're looking for.

    Depending on the media type, the report includes the following queue activity:

    • Interactions offered, answered, and abandoned
    • Performance metrics (for example, abandon rate, service level, and average speed of answer)
    • Talk time, after call work, and handle time
    • Hold and transfer data
    The details of the report appear in 30-minute intervals

    https://help.mypurecloud.com/articles/queue-metrics-interval-export-report/


    ------------------------------
    Jeffrey Jani
    Genesys - Employees
    ------------------------------

    Original Message


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