Forum Discussion

alexnuno's avatar
alexnuno
Active Contributor
2 years ago

Real-Time Talk Time Inaccuracies in Call Queues?

Hi there!   Just wanted to see if this is a known bug/issue. Sorry to be a problem child :^)   Two users have noticed inaccuracies in how the live call queue talk metrics are shown.    User 1: ...
GlennD's avatar
GlennD
GoTo Manager
2 years ago

Hi alexnuno,

 

I'm not aware of any issues that would cause this so I am checking with the team and will get back to you.

 

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 years ago

    alexnuno just to confirm, is this happening in Agent View, Supervisor View or both?

     

    • alexnuno's avatar
      alexnuno
      Active Contributor
      2 years ago

      HI Glenn!

       

      The "Talk Time" In accuracy  seems to happen only in the Agent view.  I have not been able to replicate the issue in the supervisor view.

       

      However, I do think that the supervisor Analytics tend to be off. User 1 confirmed that the data pulled from supervisor view looked inaccurate to how the day went, and I confirmed that the data did not match up with data pulled from the admin Reports function, but there are many details I would have to take a look at to confirm specifics and be able to provide examples. Since we only use admin reports, this is irrelevant to us.

       

      Thanks again Glenn!

       

       

      • GlennD's avatar
        GlennD
        GoTo Manager
        2 years ago

         I've heard back from the team and you should see an improvement with this.