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Andy Cooper's profile image
Andy Cooper posted 11-30-2023 00:52
Using the Big Three - to group a number of queues, it does not match the RT stats in the table view

HI,

I am looking to see if any one can help in trying to add groups of queues to show RT stats like Waiting in Queue. I can do single queue stats but not a group of queues with the Waiting in Queue RT.

Really frustrating as they have a TD metric, but it does not match the RT stat, so I cold have 5 calls queueing on a RT stat but the TD stat would have only 2, and 8x8 hav said it will match at the end of the day.

I am getting know where, I have 21 domestic queues and want to group them to show an overall RT stat, I dont think that is a big ask?

Thoughts please all.

Thanks

Andy

Scott Logan's profile image
Scott Logan posted 11-30-2023 14:08

Hi Andy,

I use custom dashboard in the Analytics. I am able to show TD stats as well as real time waiting. Also there is a grand total button in the widget to total all queues either live or TD. It is the "Queue activity" widget. Hope this helps a little.

David Maxelon's profile image
David Maxelon posted 12-01-2023 01:28

yeah it's frustrating, nearly all our reporting is based on queue groups rather than agent groups so we have to do our reporting manually. I have been bugging them about this for years now - how difficult would it be to add it ?!

I do the same as Scott and have the widget as minimised as possible so that I focus on the totals but can scroll to see the queues.

Quick screenshot example on one of our failing services to make you all feel better

PS. If you repost as a thread instead of a question you can have a back and forth discussion

Andy Cooper's profile image
Andy Cooper posted 12-14-2023 00:59

Thanks for your response guys.

Its just you lose the option to have Show Grand Totals when you want to view as Big Three - frustrating

There had been a feature request raised for this but not sure how quickly this can be done.

I have previously worked on CCPulse and you can do so much more with displaying stats.

Fingers crossed it gets chnaged

Thanks again