Call Wait Average Time report

Liberty Converse / CX
1

Hi

I’m trying to create a report that shows the Call Wait Average Time based on queue within a group per month.

the closest I can find is the Queue time analysis report template, but this doesnt format to the reuirements needed , as it appears only to allow grouping into Wait times and caller status.

Can anyone offer a suggestion on how to create a report to the format I require, or how to get the information I need to create the report outside of Netcall?

2

Hello Guy,

You can get the metrics required by running a Queue Summary Report over several months and set the filters so that View By is Queue and Interval is Month. The column of interest to you is “Average Wait Time”.

Hope that help.

Thanks

Jonathan Gunner

3

Thank you Jonathan

That is exactly what i was looking for :slight_smile: