Report Heading |
Definition |
No. of Calls - Count |
Number of Calls Answered on the Specified Queue by the particular Group |
No. of Calls - % of Total Queue Calls |
No. of Calls - Count Divided by Grand Totals - No. of Calls - Count |
Maximum Queue Time |
Maximum Time a Call spent Queuing on the specified Queue, answered by an Agent in the Particular Group |
About the Queue Interval Report
This report gives a detailed summary of activity within the queue based on Service Level intervals.
Total Calls received are categorised into Answered and Abandoned within the Service Level intervals. These are displayed as both a number and a percentage to show the breakdown of calls answered or abandoned within the queue.
You can run this report in a summarized format, or grouped by fiscal week (set in the report criteria prompt).
This report will show at a glance if Service Level thresholds are achieved.
To create the Queue Interval Report:
- Select Queue Performance > Queue Interval Report:
- Enter 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.
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.
Weekdays
Defines the days used in your organisation's working week.
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.
Intervarls
Defines time intervals for use call centre reports. Select the time intervals that you wish to include in the report, for example: 0-20 seconds, 21 to 40 seconds, 41 to 60 seconds, etc. The intervals should normally correspond to your organisation's service levels.
If left blank, the default intervals are 0-20, 21-60, 61-120, 121-300, 300+
Include Virtual Queues
Includes both standard and Virtual queues in the report.
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)