You can't view it in a single view, but, if you look at the Queue Performance, there is a filter for Inbound and Outbound direction. That would give you talk/handle time for those specific directions.
All stats in Queue Performance are going to be ACD calls. Agent Performance has the same filter for Direction, but there is another one for ACD.
If you really need in a single view, pop the data into your BI tool using the static link of the combination of the above.
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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: 03-21-2024 10:06
From: Matt Kirkpatrick
Subject: Talk / Handle time breakdown for ACD, non-ACD, and outbound
Is there a way (view) to separate the talk/handle times for ACD, non-ACD, and outbound calls? It appears they are all combined in the current Agent Performance view and our teams would like a break down.
#Reporting/Analytics
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Matt Kirkpatrick
American Equity Investment Life Holdings Company
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