Queue Productivity Report

IPFX Reports

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

Ans. Calls %

Sum of Answered Calls divided by all Calls

Ans. Within Service Level

Calls answered before Service Level time limit set in Report Criteria

Ans. Within Service Level %

Calls answered before Service Level time limit divided by all Calls

total Abn. Calls

Sum of Abandoned Calls

Abn Calls %

Sum of Abandoned Calls divided by all Calls

Abn Within Service Level

Calls abandoned before Service Level time limit set in Report Criteria

Abn Within Service Level %

Calls abandoned before Service Level time limit divided by all Calls

Other Calls

Sum of Other Calls

Other Calls %

Sum of Other Calls divided by all Calls

Grade of Service %

Service level set in: Queue Properties > Priority/GOS [tab]

Maximum Calls Queued

Highest number of Calls queued

Ans. Imm. %

Calls delivered without interim (typically less than 5sec) divided by all Calls

Maximum Time In Queue

Longest period spent by a Call in a queue

Talk Time

The time the telephone is active in Queue or Office Presence states

Average Talk Time

Total Talk Time divided by all Calls

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)

About the Queue Productivity report

This report gives a detailed breakdown of Queue Performance.

This report details:

  • Total calls taken within the Queue
  • Total calls Answered within the Queue (with percentages)
  • Total calls Answered within the Service Level detailed within the Report Criteria and the relevant percentages
  • Total Abandoned calls within the Queue and the relevant percentages
  • Total calls Abandoned within the Service Level detailed within the Report Criteria and the relevant percentages
  • Total Other calls taken – these are calls that the Queue transferred to voicemail or other destinations (with percentages)
  • Grade of Service Level as detailed within the Queue properties configuration
  • Percentage of calls that were Answered immediately
  • Maximum calls that were queued at any one time
  • Maximum queue time of calls
  • Total Talk Time
  • Average Talk Time
  • Number of Average Agent Logged in
  • Number of Calls taken by the Queue per hour

To create the Queue Productivity Report

  1. Select Queue Performance > Queue Productivity Report:

  2. Select the following require criteria as required:

    Period

    The span of days covered by the report (Today, Last Week etc.)

    Alternatively, specify the exact date range using the Date criterion.

    Dates

    The date range you wish to cover in the report.

    Group By

    Causes the report to display information grouped accorded to the selected criteria (for example by Date, by Extension, by Queue etc.) Each specific base report has a particular set of groupings available.

    Summary Type

    This is to be used in conjunction with the 'View Summary' field. Select one type of summary: Date, Weekday, etc.

    Time Period

    Period covered

    Queue Group

    Narrows the scope of the report to a specific Queue Group.

    Queue Number

    Narrows the scope of the report to include only the selected Queue Number(s). Select the Queue Number(s) that you wish to include in the report from the drop-down menu or enter the Queue Number(s) with your keyboard.

    To specify multiple Queues, separate each number with a comma (,). Do not include spaces in the list.

    Item or Media Type

    Narrow the scope of the report to include only the selected incoming queue media.

    Depending on the IPFX Modules you have purchased you may be able to include Calls, E-mails, Faxes, Text Chats and Callbacks in the report.

    Select from one of: CALL, EMAIL, FAX, TC, VM-CALLBACK.

    Service Level Seconds

    Defines your organisation's Service Level, in seconds. For example, if your service level requires calls to be answered within 20 seconds, enter 20.

    Default is set to 20.

    Include Blank Periods

    To save space, a report normally omits displaying information about time periods in which there were no calls. Use this criteria to force the report to display lines for all time periods.

    Yes – display all periods, even those with no calls

    No – omit periods with no calls

    Ignore – (default, same as No)

    Include Virtual Queues

    Includes both standard and Virtual queues in the report.

    View Summary

    Determines the level of detail present in the report.

    Yes – Provides the report as a summary. Rows containing identical information are combined into a single line, with a Count column to show how many individual pieces of data each line represents.

    No - Displays each piece of data on a separate line.

    Ignore – (Has the same effect as selecting No).