Add Call Report that shows missed calls by agent/s during business hours and agent/s available hours

Add a feature to create reports that show missed calls filtered during business hours that also show or label which missed calls were received when an agent was available/not on the phone (ie. available status, not on a call during the time of the missed call), and which ones were received when the agent/s were busy talking.

This would help to show agents how they perform, and help them hold themselves accountable.

It will also allow managers to determine if more agents are needed during certain times of the day to reduce missed calls, or to implement new protocols to answer/route/handle missed calls.

 

2

Comments

1 comment
Date Votes
  • Official comment

    Hi Joshua,

    Thank you for providing this suggestion! I think this is a great idea that would benefit many of our customers. I'll submit this feature request to our Product team for review. If any updates are made, I'll let you know here. 

    In the meantime, you may find the unanswered calls report useful. This report displays your missed calls by day of the week and hour of the day. You can also filter the report by agent. Unfortunately, this report does not allow you to see if the agent was in the available status and not on another call during the time of the missed call. However, it could still be useful in determining if more agents are needed during certain times of the day to reduce missed calls. 

Please sign in to leave a comment.

Didn't find what you were looking for?

New post