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.
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Comments
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.
I can't believe that callrail never thought that measuring the first step of sales, which is if the call is answered by agent if AGENT NOT ALREADY BUSY, as a major feature.
Current Unanswered calls report is useless and a liability for agent as it makes them look pretty bad while they might be busy on the phone. It will result in a lot of agent getting fired because it looks like they are not answering calls while they were busy.
Data are only useful if it allows the team to be accountable and measure progress.
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