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Call Queue Detailed Report to match with Call Queue Stats

Request a separate report specifically dedicated to "Call Queue Stats" showing detailed information. Currently, the call queue statistics offer a summary of total calls, answered calls, and unanswered calls. However, we need to access detailed information about these calls.

This feature is essential for receptionists to effectively identify callers who have been routed to the queue.

As per the Engineering team, for Call Queue, there is no way for you to get call details like calling party data and how the call reaches each call queue. The “Call Queue Stats" and "Call Queue Agent Stats" reports are features meant only to capture data based on the calls that funnel to the provisioned Call Queue for an org. Thereby, based on each Call Queue’s provisioning details, these reports only capture the Call Queue that gets the call (as the starting point) and how the agents handle the call.

  • Anna Marie Zamora
  • Apr 17 2024
  • Future consideration
  • Admin
    Praveen Kumar Garlapati commented
    18 Apr 11:45am

    This is a feature we are evaluating to support in Customer Experience Essentials.