This might be a Create question rather than Converse, but as it appears in the Converse Web Agent pane of glass at the start of the interaction, I’ve decided to list here.
It has been asked if there is a way to report on the number of calls received by agents where by the customer details are successfully matched on the inbound call detail ‘pop’. I can’t see any out-of-the-box report, if there is one somewhere or perhaps it needs to be via 3rd party report tool such as Power BI - please let us know. The purpose being a benchmark of callers where matching is successful, then as customer details are updated / added, the number of matches should increase.
Happy to pop on the ideas forum as well if needed.