Forum Discussion

alexnuno's avatar
alexnuno
Active Contributor
12 months 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

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
12 months ago

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

 

  • alexnuno's avatar
    alexnuno
    Active Contributor
    12 months 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
      11 months ago

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