Add visibility into the number of calls agents have missed or declined in Zoom Contact Center to help track agent performance and call handling patterns.
Z
Zachary Winans
What we'd like to see:
Calls Missed - Total number of calls an agent missed
Calls Declined - Total number of calls an agent declined
Trend Analysis - How these metrics change over time
Where this would appear:
Agent Scorecard reports
Team Performance reports
Real-time agent monitoring (if applicable)
Why This Matters:
Better visibility into agent call handling performance
Identify patterns in missed/declined calls for coaching opportunities
Enhanced workforce management insights
More complete picture of agent productivity
Use Cases
Managers can identify agents who may need additional training on call handling
Track improvement over time for individual agents
Compare missed/declined call rates across teams or time periods
Better understand overall call center performance
G
Geographical Gull
I would like to add onto this we would like to see ASA (live waiting duration), and queue offered on the real time management page instead of only feeding from tickets so it is a more accurate picture. This would enhance workforce management insights and also enable us to automate some more real time monitoring in the slack notifications feature.