RichardDCG Posted January 12, 2022 Report Share Posted January 12, 2022 V68.0.2 Is there a way to get the number of outbound calls an agent makes in the emailed queue stats? We are looking to monitor KPI's and these include how many calls an agent makes as well as receives. All I get is Taken, Missed and Duration. Quote Link to comment Share on other sites More sharing options...
Support Posted January 12, 2022 Report Share Posted January 12, 2022 Does this setting not help? Quote Link to comment Share on other sites More sharing options...
RichardDCG Posted January 12, 2022 Author Report Share Posted January 12, 2022 That is what I use, it doesn't include outbound calls in the Agent Activity Report section of the email for quick monitoring. It is included in the List of Calls section, but you then need to copy the data to Excel and format to get info. It would be much quicker to be able to open the email, quickly scan the agents and see who has missed KPI's. I can instantly see how many calls they have taken but not how many they made. The client I am looking at is more interested in outbound metrics. Quote Link to comment Share on other sites More sharing options...
RichardDCG Posted January 17, 2022 Author Report Share Posted January 17, 2022 Its a very small amount of data to be able to post any screen shots...I'm not sure you're following what I mean? Is it possible to include outbound calls in the 'Activity report of agents' section in the queue stats email? So that I can see at a glance if KPI's are being met for outbound calling from agents. Quote Link to comment Share on other sites More sharing options...
Support Posted January 18, 2022 Report Share Posted January 18, 2022 17 hours ago, RichardDCG said: Is it possible to include outbound calls in the 'Activity report of agents' section in the queue stats email? This seems like a feature request at this time. We will update this thread if things change in the future. Quote Link to comment Share on other sites More sharing options...
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