Hi Kevin, We are using a combination of PureInsights, Agent Perfomance/Statuses, and Queue stats in order to get more of a holistic view of the agents, the calls, & the stats for everyone.
I have been recommending to our team leads and supervisors to look at a days worth of information, instead of at the moment due to the tools we have available. This seems to be working for us.
thanks!
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[Erin] [Neufeld]
[Business Systems Analyst]
[Kal Tire]
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Original Message:
Sent: 06-19-2019 03:55
From: Kevin Mythen
Subject: Calls Per Hour?
Hi all,
Hope your all having a great week.
I was wondering if anyone uses 'agent - calls per hour' as a metric and if so how do you achieve it within PureCloud reporting?
Is it possible? or any plans to create this?
Thank you
#Reporting/Analytics
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Kevin Mythen
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