James Cory

This needs to be on the roadmap.

The quickest way to reduce average speed to answer is to take away the optionality of answering a call.  If an agent is logged in and ready, they should get the call.

@...

I'd be happy to.

Send me an email at and we can set some time up.

Jose - Agreed!

I was able to build this report in Explore, but it wasn't simple and took a fair amount of work, which is frankly embarrassing for a telephony product.

However, Explore only updates every 2 hours, so real time service level is non-existent, and I can't see how I'm performing right now.

Jose - 

I think your widget gets me close to what I'm looking for.  However, It looks like the MAQL isn't quite right, as it's measuring accepted calls/total calls, rather than accepted calls where wait time is < 30 (or some number) / total calls. 

 

Logically, I'm looking for this, but I'm getting a crazy high number for SL.

SELECT # inbound Calls WHERE Call Wait Time<30/# inbound Calls