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 |