CCpulse agent vs. queue statistics

The business is asking for additional reporting at the queue level in CCpulse.

They would like to report on items such as Number of Hold time and Hold occurences.

These stats are available at the agent/agent group level; AD_N_Hold & AD_T_Hold.

Is it possible to create these at the queue level? There are isntances of Q_T_TALK and Q_T_HANDLE… we are looking for something like Q_T_HOLD

If not, is there a way to combine different types of reporting together. For example one column of agent stats, next column of queue stats together in the same report?

Thanks,

How would someone or something put a call on hold while on the queue???

Hi,

Unfortunately you cannot get onhold stats for Queue level. Only talk time (which includes onhold time as well) and acw time.

Cheers.

e.

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WBR Thaler