andrewgroup Posted January 13, 2013 Report Share Posted January 13, 2013 On advise, I am making a second post about call accounting software options. We have a call center prospect and they have an interesting request. (outbound calling only) they would like a shift report that shows the IDLE time that this extension was making no calls, regardless of being on hold, talking or otherwise. they are a 30+ year old firm with ZERO technology, and a the owners believe this is the single most important report... From that report they can drill down to more information if needed. they operate on shifts so a reporting that shows EXTENSION IDLE or NO CALL TIME from 8:00 - 12:00 arriving at 12:15 will immediately highlight potential trouble spots. The second shift report from 13:00-17:00 arriving at 17:15 addresses the afternoon shift.. It seems the available Call Reporting Software only reports on activity (not the lack of calls) Sure a little math gives you a number, but having a canned report is not to much to ask. Your thoughts,,, Quote Link to comment Share on other sites More sharing options...
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