Time Spent while Agent Not Answering Calls
Time Spent while Agent Not Answering Calls
(OP)
Is there a way to calculate the amount of time that an agent takes to answer a routed call. I know this sounds minor... but if an agent waits for 2 or 3 ring cycles before they pick up a call, it may cause service level to not be met for this call.
In addition, if they just let it ring through and go back to the queue, the situation is made worse.
Right now I am not certain how big an issue this is, but if I could calculate the duration in question, at least I would have more information to go on.
Thanks
In addition, if they just let it ring through and go back to the queue, the situation is made worse.
Right now I am not certain how big an issue this is, but if I could calculate the duration in question, at least I would have more information to go on.
Thanks
RE: Time Spent while Agent Not Answering Calls
I'm guessing you can look to the "ring time" field to see how much time is being spent waiting for an agent to answer.
RE: Time Spent while Agent Not Answering Calls
RE: Time Spent while Agent Not Answering Calls
If you are using event bridge, and logging messages on the server, you could search for the call offered events and match them up with the call connected events. If the server logs the time with the message you can calculate the difference. You won't be able to find the information in the callcenter details, etc.
RE: Time Spent while Agent Not Answering Calls