A number of reports have been updated with additional fields providing even more insight into interactions and member activity.
The following reports have been updated:
- Waiting Room Call Distribution Per Day Report
- Agent Call Activity Individual Agents report (Inbound Calls)
- Survey Report
The following statistics have been added to the above mentioned reports:
Waiting Room Call Distribution Per Day Report:
- Total Transferred Calls
- Total Transferred Calls %
- Average Calls per Hour (24 hrs)
- Average Calls per Hour (8 hrs)
- Total Consultations
- Total Calls With Consults
- % Calls with Consulted Calls
*imp - Consultations indicate when an Agent has used the consult option on the contact card to speak with another member of the organization. More information on consulting can be found here
Agent Call Activity Individual Agents report (Inbound Calls):
- Total Consultation Time
- Average Time per Consult
- Average Consult Time
*imp - Consultations indicate when an Agent has used the consult option on the contact card to speak with another member of the organization. More information on consulting can be found here
Survey Report:
The format of this report has changed, no new statistics have been added