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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.
Submitted by KevinH on Thu, 03/30/2017
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Submitted by thirdlane on Fri, 03/31/2017
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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)