This post is at: ForumFeatures Wanted
3 posts / 0 new
Last post
KevinH
KevinH's picture
Joined: 2010/03/31
Points: 10

When trying to track calls on a PBX with Call Center Metrics (or even without) there is no means of viewing the call-by-call call history for queues. The metrics are great but only show statistics, and there is no means of finding individual calls based on the queue they went to.

::Scenarios::
The call center manager wants to find out which area code sends the most calls to the sales queue so they can address which marketing strategies are working in different regions.
The call center manager wants to find out which agent took a particular call and all he has is the caller ID of the caller. He can find the call coming in on the Call History section but it does not show which agent took the call.

KevinH
KevinH's picture
Joined: 2010/03/31
Points: 10

Food for thought - If all calls are recorded in the queue then there is a nice call-by-call call history if you go to the recorded calls section for the queue. Can something like this be added for non-recorded calls? That would do everything the client is requesting. (they cannot turn on call recording for legal reasons)

thirdlane
thirdlane's picture
Joined: 2007/02/07
Points: 320

Yes, we could add this.

Alex Epshteyn
Third Lane Technologies
Multi Tenant Asterisk PBX