Unity KMPIQ - Reporting

There are 2 reports that can be run to review the Keep My Place in Queue (KMPIQ) calls from the Unity Supervisor client.  These reports will show either the KMPIQ calls taken by an agent, or a queue.  Users need both a Unity Supervisor and a KMPIQ license to run reports on KMPIQ calls.

The KMPIQ reports are run just like any other call center report.  For basic reporting instructions click here.

KMPIQ - Performance - Agent

This report will show all KMPIQ Callback Requests for one or more selected agents. The Wait Duration column shows the amount of time between the KMPIQ callback being requested and the time that the first callback was placed.

KMPIQ - Performance - Queue

This report shows similar information, but it is grouped by the call center(s) selected, each record includes the agent that performed the KMPIQ callback.