Displays a summary of the calls of a routing service that were waiting in queue during a selected duration.
How it works
Tracks the number of calls that were queued. Supervisors can determine the maximum time that a call was waiting in a queue for a routing service.
Business usage
How do you improve call performance based on the information in this report?
In the bar graph, each color-coded bar represents a different channel. Hover the mouse pointer over each of the bars to view the type of channel, number of waiting calls, and their duration. View this information for different intervals and metrics. Once you determine which channel reported the maximum number of waiting calls, you can plan steps to improve and optimize call times, particularly for those routing services where the waiting times are excessively high.
How do you determine which routing services have high customer satisfaction rates?
Analyze the report to determine calls waiting in queue for the shortest duration in routing services. You can consider the routing service with the maximum number of such calls as having high customer satisfaction rates.
