Hey guys,
I didn't want to start a new thread if I could help it so trying my luck here.
When a call is transferred, on the queue activity page, it shows the total amount of time they've waited for example 50 minutes even in another queue.
Then all the calls that have landed straight into that queue directly, may show 10 mins for example. Of course, they will get answered first until that call mentioned above reached to the oldest waiting time when it's then answered but to the call centre, it looks like a problem and looks like they are not being answered.
Is there any way to view the total wait time and or only the amount of time that call, even if it's been transferred has been waiting in that 2nd queue only?
Thanks
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Nitin Jadva - Product Manager
Utility Warehouse Ltd
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Original Message:
Sent: 10-30-2020 10:05
From: Lisa Cummings
Subject: Queue Activity
We are using dashboards, but agents are at home and dashboards take up a lot of screen space, it would be great if there was a small box in a corner of the screen that would show the # of calls waiting. Is there anything like that?
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Lisa Cummings
AdaptHealth LLC
Original Message:
Sent: 10-29-2020 14:55
From: Cameron Smith
Subject: Queue Activity
Performance Dashboards might be a way to support this Lisa. I think it would depend on your organizations preference however could be a useable capability. Dashboards can be designed and published for users also.
More info here: https://help.mypurecloud.com/articles/performance-dashboards-overview/
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Cameron Smith
VP, Product Management - Workforce Engagement Management
cameron.smith@genesys.com
Original Message:
Sent: 10-29-2020 14:39
From: Lisa Cummings
Subject: Queue Activity
Is there a way for agents working at home to see the number of calls in their queue?
#Performance Management
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Lisa Cummings
AdaptHealth LLC
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