Call Queue Statistics allow you to implement Call Queues with confidence and pride. When routing your incoming calls to Call Queues there are a number of metrics you will want to keep an eye on. As any call center manager knows, you have to know the answers to some important questions if you want to ensure you are providing your customers with quality customer service. Specifically:
With our comprehensive suite of reports you can answer all of these questions and more. Here is a snapshot of the Summary Charts in the Answered Calls Report. Click on the image for a higher resolution version.
Here is a snapshot of the Calls per Conversation Length and the Calls per Wait Time sections of the Answered Call Report. With these charts you can see how long customers are waiting, as well as how long calls are lasting.
This is a snapshot of the Agent Data section of the Answered Call Report. With these charts you can tell which agents are answering more calls, and how long each average takes on average to handle a call.