We need a way to calculate Occupancy (Idle) for only IB calls agents handled and also for only OB calls.
Out agents are shifted from OB to IB when spikes occur so we need to be able to differentiate their stats
There are agent level idle stats but this is sum of all calls handled; I cannot find a way to see which calls are IB and which are OB.
Anyone out there with a solution?
#Reporting/Analytics------------------------------
Gregory Sayers
Dialer Manager, Elevate Credit
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