The Queue Performance would show that at a queue level. If you are thinking about individual Emails, that is a bit harder with the threading that we have, unless you don't have threading going on. Ttec Insights would be able to do this with some Power BI work. @Daniel Sanders, can you suggest some other way or get some information to Alison?
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 01-16-2024 07:25
From: Alison Brown
Subject: Reporting on full interaction journey
Looking for some advice on what the best report would be to use for provide board members fast and easy information on average times for handling types of email interactions? Specifically the time taken for an agent to answer an initial interaction, provide a quotation and then complete the interaction with details on the full journey.
Any help would be greatly appreciated!
#Reporting/Analytics
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Alison Brown
Aggregate Industries UK Ltd
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