Team Performance Totals/Averages for all metrics
M
Monica Rangel
Merged in a post:
Team Performance: Add sum/average/count metrics
T
Tropical Swan
Customers use the agent performance report to also set their configuration variables, mainly the e-mail productivity variable. However, we only show the total, and not the average across all agents, which would be useful. We could add the same metrics that we do for the schedule analytics (i.e sum/average/count) for better clarify.
T
Tiny Lion
Need this! Why is it not available for some metrics but not all in the team performance view???
R
Resulting Jay
Adding the ability to monitor this in the RTA overview at the group level live, and in the RTA analysis tool to see it by agent live.
O
Oxblood Ox
That would be great to have available in reports metrics like Average First Reponse and Average wait for chats and calls and abandoned calls.
Y
Yacht club Alpaca
This would also be helpful so customers can see averages for utilization/adherence percentages without having to export reports