Queue Summary Report (Queue Summary - 15 Minute Periods Template)

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

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

About the Queue Summary Report (Queue Summary - 15 minute periods Template)

This report gives a detailed summary by quarter-hour segments, revealing how many calls have arrived in a queue. The data can help more efficiently allocate agents over the workday or week by highlighting busy and slow periods.

To create the Queue Summary Report (Queue Summary - 15 Minute Periods):

  1. Select Queue Performance > Queue Summary:

  2. Select Report Template > Queue Summary - 15 Minute Periods.
  3. Select the following report 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.

    Times

    Select hours of the day that 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.

    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).

    Format Time

    Changes the way that time is displayed in the report:

    Yes - Displays time in hh:mm:ss format.

    No - Displays time in seconds.

    Ignore - (Has the same effect as selecting Yes)