SHORETEL IS NOW PART OF MITEL. See how powering connections in the cloud is now brilliantly simple.

Callback reporting

Dec 11, 2014 03:39 PM PST
Scott Little
MSI - Multi Systems Inc
Is there a field I can use in reports that shows the amount of time it took for a callback to get called?
Dec 12, 2014 05:49 AM PST
Open Office
Communications Resources Incorporated aka CRI
Try "Longest wait time of successful outbound ACD call".
Dec 12, 2014 07:22 AM PST
Scott Little
MSI - Multi Systems Inc
Thank you for the suggestion Edna. Unfortunately, that returns 0 for each day. I do have data for "Avg wait time in queue of calls requested callback (hh:mm:ss)", but I think this is showing how long they waited BEFORE requesting a callback. Does that seem right to you? Thanks again...sl.

To reply to this post please Sign In