PhoneIQ Dashboards let you see reports of in- and outbound calls. This article will go over the Queue Agent Performace Dashboard (see also a full list of our dashboards).

Step 1: Follow the steps at 'PhoneIQ Dashboards - Salesforce Reports' and access the 'PhoneIQ Queue Agent Performance' dashboard.

Step 2: On there, you will see all PhoneIQ's reports for your queue agents.

Understanding Reports

Here is a comprehensive list of every report on the dashboard:

  • Total Calls by Queue Agent: Groups calls according to the agent of the underlying tasks. Then it stacks the count by call status.

  • Avg. Wait Time by Queue Agent: Groups the average wait time by agent.

  • Avg. Handle Time by Queue Agent: Groups the average handle time by agent.

  • Talk Time by Queue Agent: Groups the total talk time according to the agent of the underlying tasks. Then it stacks the total by queue.

Changing Filters

You can select one of the predefined date filters to limit the tasks taken into account for the reports.

NOTE: When making changes to our default dashboards/reports, we highly recommend to 'Save As' first.

To change the dates or add a new filter, you have to go to 'Edit,'

and once there, go to 'Filters,' to add a new filter,

or to the pencil icon at 'Date' to change or add to the default date values.

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