Queue Group Summary - Queue Summary

IPFX Reports

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Queue Group Summary - Queue Summary

This report provides a good hourly overview of queue call flow, queue time, abandoned queue times, talk time and Service level for each Queue within the Queue Group run.

You might run this report to get a bottom line figure for monthly reports on a Queue Group, or to view any abnormalities.

Report Criteria

Calculations

Report Heading	Definition
Time Period	Period set in Report Criteria (null periods may be unselected)
Queue Number	Number of the Queue
Media Type	Call, Email, Fax, TextChat or Callback
Total Calls	Total Calls delivered to the Queue
Total Ans. Calls	Sum of Answered Calls
Total Abn. Calls	Sum of Abandoned Calls
Abn. Before Minimum	Calls abandoned before minimum time limit set in Report Criteria
Abn. After Minimum	Calls abandoned after minimum time limit set in Report Criteria
Other Calls	Sum of Other Calls
Talk Time Minimum	Shortest period spent by a Call in Talk Time
Talk Time Maximum	Longest period spent by a Call in Talk Time
Talk Time Average	Average period spent by Calls in Talk Time
Answered Queue Time Minimum	Shortest period spent by an answered Call in Queue Time
Answered Queue Time Maximum	Longest period spent by an answered Call in Queue Time
Answered Queue Time Average	Average period spent by answered Calls in Queue Time
Abandoned Queue Time Minimum	Shortest period spent by an abandoned Call in Queue Time
Abandoned Queue Time Maximum	Longest period spent by an abandoned Call in Queue Time
Abandoned Queue Time Average	Average period spent by abandoned Calls in Queue Time
Average Agents Logged In	Mean number of Agents logged in over the period
Calls Per Hour	Rate of calls per hour over the period (e.g. one call in 15min = four Calls per hr)