EDIT We have reported from customers that we don’t answer the phone often, and we’d like to get some data to understand how many calls are coming in unanswered and when so we can understand if we have a problem as customers are reporting. I searched the site and came across - Asternic. Is this the recommended solution to gain visibility into how often we are answering / no answering calls and to understand the specifics?
For queues, I use Asternic Call Center Stats Lite. It’s hard to get a report for queues just from CDR.
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