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Stats of calls that do not go to voicemail

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I need a way to pull a report and display in real time, the percent of total calls, per agent group, that do not go to voice mail in a 24 hour period. In other words the percent of live calls that are answered.

 

Looking at the agent reporting, it does not provide this metric.

 

Anyone got any ideas on how I can go about accomplishing this?

 

 

A thousand appreciations

 

Sudo

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Hmm. I guess you are aware about the daily stat email, which already contains information about how many calls were answered etc. Is that enough for you? Those emails may even contain the list of calls in the attachment.

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Hmm. I guess you are aware about the daily stat email, which already contains information about how many calls were answered etc. Is that enough for you? Those emails may even contain the list of calls in the attachment.

The customer wants this info in real time to motivate the teams to answer the most calls live.

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The information is also available from the web interface (agents tab). However I just saw that the columns don't reflect the idle time yet, although the information should be there--just in the wrong column.

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although the information should be there--just in the wrong column.

 

"Should be there"? Any suggestion on modifying the xml to reflect this info?

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