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  • 1.  Calls Per Hour?

    Posted 06-19-2019 03:55
    No replies, thread closed.
    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

    ------------------------------
    Kevin Mythen
    ------------------------------


  • 2.  RE: Calls Per Hour?

    Posted 06-19-2019 11:52
    No replies, thread closed.
    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!

    ------------------------------
    [Erin] [Neufeld]
    [Business Systems Analyst]
    [Kal Tire]
    ------------------------------



  • 3.  RE: Calls Per Hour?

    Posted 07-16-2019 13:39
    No replies, thread closed.
    Hi Kevin,

    Your question was one of the topics discussed on the most recent episode of the PureCloud Community Q&A Show. Check it out here!

    ------------------------------
    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
    ------------------------------



  • 4.  RE: Calls Per Hour?

    Posted 07-16-2019 13:47
    No replies, thread closed.
    Hi, 

    Thanks for the heads up! This is really cool that they do these kind of videos!




    ------Original Message------

    Hi Kevin,

    Your question was one of the topics discussed on the most recent episode of the PureCloud Community Q&A Show. Check it out here!

    ------------------------------
    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
    ------------------------------


  • 5.  RE: Calls Per Hour?

    Posted 07-17-2019 07:31
    No replies, thread closed.

    Hey @Kevin Mythen,

    Thanks for your interest in the videos. We have a lot of fun producing them and hope they are valuable. If you have any suggestions for the show, please let us know!

    Cheers,

    Matt



    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------

    Original Message


  • 6.  RE: Calls Per Hour?

    Posted 07-23-2019 11:56
    Edited by Erin Neufeld 07-23-2019 11:56
    No replies, thread closed.
    ​Matt Lawson should add some interpretive dance! 

    ------------------------------
    [Erin] [Neufeld]
    [Business Systems Analyst]
    [Kal Tire]
    ------------------------------

    Original Message


  • 7.  RE: Calls Per Hour?

    Posted 07-24-2019 09:04
    No replies, thread closed.
    Oooooooh Erin. What's that old saying? "Be careful what you wish for"? Something like that? Also "Don't scare the kids" comes to mind.

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------

    Original Message


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