We have recently have been testing account code functionality, and we are running into some reporting issues. Ultimately what we need, be it through account codes or classification codes, is the ability to show the average speed of answer or service level on a call that is tagged.
We have some queues broken out, which provides us this level of reporting. We also have a main queue where a bulk of our calls dump currently. My hope was to have the agents that take the call use account codes so we can understand specifically what type call they received, along with common contact center metrics (Handle time, service level, asa, etc.)
I appreciate any help
