Looking to create a report from live data that gives me the total number of agents in ready, not ready, logged in, acw, as well as total number of calls in queue, and longest wait time. I'd like to setup a dashboard to help our supervisors and teamleads monitor intraday service levels. The stock reports I have looked through all break this out by CSQ. I'd like to just show one row for each team(collection) and not show each csq in a separate row, as all the members of the team are also assigned to the csqs, so it's very redundant. Is this possible?
Something similar to the custom report below, but having each row setup to show a team summary instead of broken out at the csq level.
