Wrap-up Codes by Queue
This gives totals by Agent then by Queue for each Wrap-up Code, helping you keep track on how well the agents are doing in entering Wrap-up codes in each Queue.
This helps to ensure that the right kind of call is coming in on the right Queue, e.g.: you would not want sales inquiries for "Product X" coming in on the Product Returns Queue.
Report Criteria
Calculations
Report Heading |
Definition |
WrapUp Code |
|
WrapUp Folder |
|
Count |
|
Time In Queue Average |
|
Time Talking Total |
|
Time Talking Total % |
|
Time Talking Average |
|
Time In WrapUp Total |
|
Time In WrapUp Total % |
|