Hello!

Is there a way to see the number of times an agent calls a certain queue? For example, in our case we have a "helpline" queue where agents can call for help. However, we are looking for data as far as how many times these agents are calling into this queue so we can provide more coaching, assistance, etc.
#QualityManagement
#Reporting/Analytics

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Addison Hild
Athene
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Hi

Under the Agent Interactions View, filter the interactions based on the "helpline" queue


Cheers

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Muhammad Zubair Awan
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Original Message:
Sent: 01-25-2023 15:08
From: Addison Hild
Subject: Reporting Question

Hello!

Is there a way to see the number of times an agent calls a certain queue? For example, in our case we have a "helpline" queue where agents can call for help. However, we are looking for data as far as how many times these agents are calling into this queue so we can provide more coaching, assistance, etc.
#QualityManagement
#Reporting/Analytics

------------------------------
Addison Hild
Athene
------------------------------