The calls by inbound queue report will give you instant access to your most valuable metrics.
On top of showing your answer rate and time in queue, you’ll also be able to find the number of total contacts, abandoned calls, answered calls as well talking time and handling time. By providing you with the KPI’s by both sponsor and inbound queue, you’ll be able to make sure that you stay within your promised SLA’s.
The report is supported by default filters (campaign, sponsor) and custom filters, like; layout (landscape, pivot friendly, portrait), review interval, SLA queue time in sec, SLA queue time % and more.
TIP: if you want to save time, you can save a time period, e.g. “last week” to easily access your report in the future.