Kelly Johnson

Will this include historical data that shows the number of calls waiting in queue either on-hold or waiting for a callback for queues? I'm looking for analytics against the highest points of the day for call volumes. For example, we can say things like "yesterday we hit the ceiling of 50 calls waiting 37 times"   etc. 

Also, I would like to know the historical information of calls outside the "open" queue time. SO our queue opens at 7am - but how much are people calling before the 7am opening and after 4pm closing?

I would like to see this as well. This could show us how many people were logged in at any given interval AND available to accept an inbound call.  It would be very helpful in figuring out where we are having capacity issues. 

I was just asked if we could report on our Macro usage either in Explore or Insights.  Is this on the radar?