We keep track of our call queue via the Queue State in Live Reports. We have all our live stats displayed on a screen for everyone to see. My question is, is this data at all accurate?
We have our queue set to ring all available reps at the same time, with a 10 second wrap-up pause after each call. However, in an example from this morning, the queue state shows 5 calls on hold, with a longest wait time of over 5 minutes. It also shows we have 8 reps available, but no one's phone is ringing! What's going on?
Our customer service manager runs reports daily of the previous day's queue activity, which shows we have high (over 5 minute) hold times. It just doesn't make sense why it is taking so long for the phones to ring. Is there a setting I'm missing or are these reports completely unreliable?
Our customer service manager yells for the reps to get these calls off hold, but there is seemingly no way for us to get their phones to ring. If the stats are bogus, I need to know we can quit relying on them.
We have our queue set to ring all available reps at the same time, with a 10 second wrap-up pause after each call. However, in an example from this morning, the queue state shows 5 calls on hold, with a longest wait time of over 5 minutes. It also shows we have 8 reps available, but no one's phone is ringing! What's going on?
Our customer service manager runs reports daily of the previous day's queue activity, which shows we have high (over 5 minute) hold times. It just doesn't make sense why it is taking so long for the phones to ring. Is there a setting I'm missing or are these reports completely unreliable?
Our customer service manager yells for the reps to get these calls off hold, but there is seemingly no way for us to get their phones to ring. If the stats are bogus, I need to know we can quit relying on them.
