Insights by Business Hours/After Hours
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Ryan Heuven
Finding insights not overly helpful as we are currently not running some teams 24 hours/day. So when a call comes in on a sunday at noon and does not receive a callback until Monday morning, It negatively impacts your insights metrics. Would like to be able to filter out certain times of day for accurate/intended performance evaluation.
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Jessica Andrade
This is necessary for my team as well. We do not get enough ticket volume for after hours or weekend tickets to not severely affect our metrics. Insights screen is where our metrics are pulled and reported to those higher up in our organization and an accurate accounting is not truly presented. Also, we are asking our agents to speak to these metrics but they are being unfairly penalized when pulled from Insights directly. This erodes trust. Individual's data can be found with very manual process of exporting and sorting data but this is not what is reported to those higher up in our organization.
Payton Douglass
Merged in a post:
Insights by Ring Schedule
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Amanda Moore
Could we get some filters added to the Insights tab around Ring Schedules? Currently looking to be able to mine out some data that is based on Ring Schedule; business hours, afterhours, etc. There is an option for date and time filters but with multiple locations, different hours, etc., it isn't very effective.