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You can analyse historical call and agent data from the last six months to understand what changes should be made to improve customer experience and streamline resources. For example, you can check how many agents are needed on certain days or times, or check when to play announcements to encourage callers to stay on the line.
To view historical data for a queue
The data and graphs on this page update to reflect the time period.
An XLSX file downloads.
This section provides an overview of how the queue performed during the selected time period.
This section shows the total volume of inbound calls in the specified time period, and whether they were answered or abandoned. You can hover over the graph to see the call data for specific days.
This section shows the total volume of outbound calls in the specified time period, and whether they were answered or abandoned. You can hover over the graph to see the call data for specific days.
This section shows agent activity in the specified time period. You can see the amount of time agents were on a call, idle, in wrap-up or not ready. You can hover over the graph to see the data for specific days.
Talk to the One Net administrator in your company. They understand your system best.
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