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The higher-ups are asking what information is combined to get the ASA. Ultimately, I need to know if the speed to answer a callback is included in our overall ASA. If so, is there a setting that can be switched to include live calls only and not voicemails. #Reporting/Analytics ------------------------------ ...

Hi Sevn - this is great but can you please explain it so that a newbie can understand? I'm trying to have live incoming calls get priority over the callbacks that are waiting. Is there a way to have live take priority over all queues? or is it per queue only? Currently I have 1 live call waiting and ...

Thank you so much!! ------------------------------ Nicole Waiksnoris PricewaterhouseCoopers LLP ------------------------------

For queue performance, when looking at the screen it shows the information in HH:MM:SS format, which is great. When I download the information it converts it to a whole number. My issue is I can't figure out the conversion. I try to put it back into HH:MM:SS for reporting purposes and I can't get the ...

Is it possible to gather the data to only show Queue Performance for the open hours? I really don't care about calls that come in or are abandoned while we are closed. Our clients are looking for reporting to show how many calls are coming in/answered/abandoned during this time. I looked in filter but ...

I am looking to create my own reports using APIs like support tells me to since they don't have the answers I need. "either integrate an analytics applications or utilize the API tools to pull the raw data metrics and build their own reports by leveraging their internal web developers." They don't tell ...

In Quality Policies Metered Evaluations - is the number of evaluations per EVALUATOR or 1 Per time interval? I have it set both ways and people are either getting WAY too many (some a few every hour for the same evaluatee) or not getting any at all. I'm looking to have 1 evaluation every 7 days ...

Thank you ------------------------------ Nicole Waiksnoris ------------------------------

Is there a way to figure out how many calls an agent has missed each day? I need a breakdown per agent per day of calls offered, calls picked up and calls missed. Thank you ------------------------------ Nicole Waiksnoris Price Water House Coopers LLP USA ------------------------------