Call reporting, per Queue, per Agent

Liberty Converse / CX
1

I’m using Liberty Converse v5.1.1 and I have been asked to provide a report which details calls agents have missed from specific queues within a contact centre. The contact centre in question has 4 inbound queues and agents are typically a member of all, but are often only granted access to a specific queue each day by the contact centre manager.

They need to know the volume of missed calls for each of the 4 queues, broken down by agent. I have run several different reports and can’t seem to locate this dataset, if it exists.

Any assistance is gratefully appreciated.

2

HI Andy, the way to do this would be to use the Agent Audit Log and then download this into Excel. You can then use the data within that to see the Queue the call was on and per agent. You could then use this to summarise your data.

Hope that helps.

Jonathan