Description
In attempt to capture when an encounter actually flows into a specific queue from another, I have run agent and queue reports. Additionally, I have ran an agent log report. These reports do not report on the actual start time an encounter drops into a specified queue, the reports and logs feedback a start time of when the encounter was first received in the voice flow. The desired out come for the report I am seeking is one that will isolate a queue and when the encounter “dropped” into that queue. Not when the encounter was first received in the flow.
Error:
Not receiving an error, just not able to capture the data that I would like to see to create a comparative analysis from one reporting period to another.