Would it be possible to add a ‘calls queued’ report within Converse reporting to help identify peak demand periods?
At a recent Innovation Day, we were provided with some data that highlighted the value of understanding when call demand is at its highest. We have previously tried to recreate this manually, but this was time-consuming and not easily repeatable.
Having a standard report that shows call demand (e.g. calls queued) over a selectable time period would be really helpful. It would allow us to:
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identify peak demand times more easily
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support resource planning and scheduling
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monitor how demand patterns change over time
This would add real value to operational decision making and ongoing service improvement. Thanks