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Show the number of calls handled by Group B agents for CSQ A in report

Tony Li
Level 1
Level 1

Originally, each group of agent would only need to handle a corresponding CSQ. 1 CSQ matches to 1 skill.

Recently, these agents would have more than 1 skills to handle CSQ other than their main CSQ.I receive request where we would need to display percentage/ number of calls that are handled by agents from other group for a CSQ.

For example, each agent in Group A would have Skill A to handle CSQ A call. Now, agents in Group B would have Skill A to handle CSQ A call. We would need to show the number of calls handled by Group B agents for CSQ A.

1 Reply 1

Reichel
Level 1
Level 1

Cisco Finesse provides live data reports for agents and supervisors. These reports compile data based on tracking of contact service queues, individual performance, team performance, and state changes. For Agents Only