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  • 1.  Need to Report to show "Help Desk" Queue Calls by Agent

    Posted 06-01-2021 10:14
    No replies, thread closed.
    We have 10+ Internal Help Desk (HD) Queues setup for assisting our call taking Agents. We need to be able to track how many times an agent is calling any of the HD Queues, including when they call during an interaction with a caller.

    The internal HD Queues are ACD Queues staffed by senior agents as well as supervisors. With this being said, we would need the report to count calls MADE to the Queue by an Agent and NOT the calls handled by an Agent that took the HD queue interaction.

    We have about 175+ Agents and would need to see this data aggregated for all agents for either a 1 week or 1 month period of time.  

    For example 
    Agent Name | # of HD Calls
    John Smith | 22
    Jane Smith | 15
    John Doe | 7
    Jane Doe | 26

    Any suggestions?
    #Reporting/Analytics

    ------------------------------
    Eric Almonte
    MVP Health Plan, Inc.
    ------------------------------


  • 2.  RE: Need to Report to show "Help Desk" Queue Calls by Agent

    Posted 06-01-2021 12:15
    No replies, thread closed.

    Hi Eric,
    I took a couple of reads and think that I understand.  You want to know the number of times a CSR\agent called the Help Desk queue in a week or month?

    I'm just starting to come to grips with Cloud reporting, having been deeply involved with Engage Infomart and reporting for many years. 

    It appears that you will have to start with an Interaction Details Report and then filter and sort to get to the agents you are interested in. It has the queue, call direction and duration (can filter out 2-5 second calls for example), so filter to outbound to that queue and then aggregate for a week or month to get to your count.




  • 3.  RE: Need to Report to show "Help Desk" Queue Calls by Agent

    Posted 06-02-2021 15:38
    Edited by Eric Almonte 06-02-2021 15:41
    No replies, thread closed.
    Hi Kevin, 
    Thank you for your response! 

    I tried that initially but the issue I'm running into is that the Queue field sometimes lists several queues (in addition to the HD Queue(s)).  This makes filtering for HD queues difficult because where I would have to filter for 10+ unique HD queues I would have to filter for those x 4+ because the HD queue will appear differently on each row. 
    For example, Queue field values:
    Row#1: Queue 1, HD Queue 1, Queue 5
    Row#2: HD Queue 1
    Row#3: Queue 9, Queue, 2, HD Queue 1
    Row#4: HD Queue 1, Queue 7

    Thanks again.

    ------------------------------
    Eric Almonte
    MVP Health Plan, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Need to Report to show "Help Desk" Queue Calls by Agent

    Posted 06-02-2021 04:50
    No replies, thread closed.
    Hi Eric,

    There are different options.

    1. You can use standard GC Reporting.


    2. You can create own report with the help of GC API /api/v2/analytics/conversations/aggregates/query metric tHandle with groupBy userId and filter by 10+ queues

    3. We are focusing mainly on GC custom reporting and interactive dashboards.






    ------------------------------
    Taras Buha
    taras@noralogix.com
    www.noralogix.com
    ------------------------------



  • 5.  RE: Need to Report to show "Help Desk" Queue Calls by Agent

    Posted 06-02-2021 15:45
    No replies, thread closed.
    Hi Taras,
    Thank you for your response!

    Unfortunately standard GC reports don't capture the parameters I'm looking for.  Option #2 is promising and I'm working with my Informatics team to see if we can use this one.  I will certainly post an update as soon as we have had a chance to try it.

    Thanks again!​

    ------------------------------
    Eric Almonte
    MVP Health Care, Inc.
    ------------------------------

    Original Message


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