Queue Summary - 15 Minute Intervals

IPFX Reports

Queue Summary - 15 Minute Intervals

This gives a graph and summary for a Queue or Queues day by day. It helps to show the time of day when most of the calls happen and how quickly they are answered. This is broken down to 15 minute intervals.

This report is often used to help the schedule/rostering time of agent breaks.

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

See Also

Queues

Extension By Queue Report

Extension By Queue Report - Excel sample

Overall Queue Summary

Overall Queue Summary - Excel sample

Queue Summary

Queue Summary - Excel sample

Queue Summary - 15 Minute Intervals - Excel sample

Queue Summary - 20 Second Intervals

Queue Summary - 20 Second Intervals - Excel sample

Queue Summary - 30 Minute Intervals

Queue Summary - 30 Minute Intervals - Excel sample

Queue Summary By Day

Queue Summary By Day - Excel sample

Queue Summary by Hour

Queue Summary by Hour - Excel sample