I am trying to calculate a common metric called: Agent Utilization. There doesn't appear a report that does just that alone...
I'm trying to compare agent talk/work times against group talk/work times.
Number of calls routed to the CSQ, whether or not an agent picked up the call.
Does the above only count calls that do not go to voice mail?
Contact Service Queue Activity Report = 286 calls presented (Queue 1, Queue 2, Queue3)
Agent Summary Report = 273 calls presented (agents logged)
= 13 calls presented to the queue that appear to have not been presented to the agents.
Just trying to understand where those 13 calls went. The assumption is voicemail? (handled call)
I have this problem too.