I apologize if this is a repeated question, but I could not find an answer using a quick google search. In CUIC, is there a way to report on call wait duration? One of our supervisors would like to receive a report when a call is equal to or greater than 10 minutes waiting in a queue. Not sure we can automate the process with an automatic emailed report but I would at least like to provide them with the data in a daily or weekly report if it's possible.
Thanks in advance for your help!
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You didn't specify product. Some of the reports offer longest call in queue or max calls queue metrics which you could use. Another option to be more proactive is to change your scripting (assuming CCX) to check the time in queue for a queue before queueing the call. If the queue time is > than X send an email or SMS out.
Ideally I was looking for a stock report that would give me an actual column for call wait duration. Since that isn't an option, is it possible to build into a call script the ability to email a notification to a specific point of contact notifying them that the queue has call(s) with a call wait duration timer greater than x minutes sitting in the queue?
Thanks in advance for the help!
That report is extremely helpful. Thanks for pointing that at! I will export it and send it over to the Supervisors. Appreciate you pointing that out!