Mike7729
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Re: Call Reports - Start Time vs. Answer Time
Thanks Kate, This is the paradigm I've been using when dealing with these fields. I appreciate the confirmation. Right now, we just do the math in excel. Now that I have this information, it seems the approach in the report is correct. It is odd the difference between duration and subtracting answer time from end time seems to vary by almost half a second. Next, we are trying to evaluate if callers just aren't spending time in the queue. We use a competing hosted PBX for the same function (having trouble teaching part of the community to use GoTo) and there is a difference showing that callers spend time in queue in that product. So we are vetting the process in GoTo to make sure that the queue is working as we expect. Thank you for your quick and helpful response confirming our expectations! Would you suggest we take this up with GoTo support next to verify our configuration is adequate?563Views0likes1CommentRe: Freemium Contact Center - What is the difference between an agent present & agent available
Kate, Thank you for this clarification. May I suggest that the language for these two headings be standardized to present instead of one using present and the ohter using available? The function that the tech team provided is what I expected. I’m trying to solve an issue differentiating time spent on call in queue with time spent speaking with an agent. This is what prompted the question. When I substract start tiime from end time and compare it to answer time substracted from end time, on a phone number that exclusively flows to a queue, we aren’t able to discern time spent in queue. Since we aren’t getting a difference, I was concerned that I wasn’t interpreting the settiing correctly. Thanks for your quick and helpful response!510Views0likes0CommentsCall Reports - Start Time vs. Answer Time
We are looking for a way to accurately determine the amount of time a caller spends on a call in freemium contact center. In call reports, Does 'Start Time' on a call directed to a queue equal the time the call was received by the PBX? Does 'Answer Time' equal the time the call is picked up by an agent? We aren't seeing a difference between these two elements in our reports. Is there a way to determine the length of time an agent spends with a caller compared to the length of time the caller spends total in the PBX when using this version of contact center?Solved617Views0likes3CommentsFreemium Contact Center - What is the difference between an agent present & agent available
Looking for clear understanding of present and available in freemium contact center. More specifically, if agents are engaged on a call and not available, would this remove callers from the queue if Remove callers when queue has no agents is set to remove callers? It seems in Allow new callers into empty queue an agent can be not available (on a call) but still be present so that new callers would be allowed into the queue. How is Remove callers when queue has no agents designed to work? Are callers removed if agents are present and logged into the queue even though they are not available because they are on another call? Here is the wording for reference-From Admin Portal: Allow new callers into empty queue This setting controls how new callers are handled when no agents are available in the queue. Reject when no agents present Remove callers when queue has no agents This setting controls how existing callers are handled when no agents are available in the queue.Solved565Views0likes2Comments