Queue Call Type by Extension Report
This report provides a summary of queue calls handled by an extension grouped by day. It is split into individual queues, showing the type of calls an extension has handled as Incoming, Outgoing and Queue Calls, but splits Queue calls into the individual Queues.
Enabling overall viewing of an extensions call activity, whether it is Incoming, Outgoing or Queue related calls.
For instance, an agent is not logged into the queue a lot during that day and has only taken 20 queue calls, whereas their colleague has taken at least 200. This will show, there other call activity throughout that time.
Report Criteria
Calculations
Report Heading |
Definition |
Time in Queue |
Time that the Call spent in the Queue |
Time Ringing at Extension |
Time that the Call spent Ringing on the Extension |
Time on Hold |
Time that the Call spent on Hold |
Time in WrapUp |
Time that the Agent took to wrap up the call after the call had been completed |
Time Talking |
Time that the Agent spent talking |
Total Time |
Sum of Time in Queue, Time Ringing at Extension, Time on Hold, Time in WrapUp and Time Talking |
Extension Avgs - Time in Queue |
Sum of Time in Queue Divided by Total Number of Calls that rang on the Specific Extension |
Extension Avgs - Time Ringing at Extension |
Sum of Time Ringing at Extension Divided by Total Number of Calls that rang on the Specific Extension |
Extension Avgs - Time on Hold |
Sum of Time in Queue Divided by Total Number of Calls that rang on the Specific Extension |
Extension Avgs - Time in WrapUp |
Sum of Time in WrapUp Divided by Total Number of Calls that rang on the Specific Extension |
Extension Avgs - Time Talking |
Sum of Time Talking Divided by Total Number of Calls that rang on the Specific Extension |
Extension Avgs - Total Time |
Sum of Total Time Divided by Total Number of Calls that rang on the Specific Extension |
Queue Avgs - Time in Queue |
Sum of Extension Avgs - Time in Queue Divided by Total Number of Calls that rang on the Specific Extension |
Queue Avgs - Time ringing at Extension |
Sum of Extension Avgs - Time Ringing at Extension Divided by Total Number of Calls that rang on the Specific Extension |
Queue Avgs - Time on Hold |
Sum of Extension Avgs - Time in Queue Divided by Total Number of Calls that rang on the Specific Extension |
Queue Avgs - Time in WrapUp |
Sum of Extension Avgs - Time in WrapUp Divided by Total Number of Calls that rang on the Specific Extension |
Queue Avgs - Time Talking |
Sum of Extension Avgs - Time Talking Divided by Total Number of Calls that rang on the Specific Extension |
Queue Avgs - Total Time |
Sum of Extension Avgs - Total Time Divided by Total Number of Calls that rang on the Specific Extension |
Daily Avgs - Time in Queue |
Sum of Queue Avgs - Time in Queue Divided by Total Number of Calls that rang on the Specific Extension |
Daily Avgs - Time Ringing at Extension |
Sum of Queue Avgs - Time Ringing at Extension Divided by Total Number of Calls that rang on the Specific Extension |
Daily Avgs - Time on Hold |
Sum of Queue Avgs - Time in Queue Divided by Total Number of Calls that rang on the Specific Extension |
Daily Avgs - Time in WrapUp |
Sum of Queue Avgs - Time in WrapUp Divided by Total Number of Calls that rang on the Specific Extension |
Daily Avgs - Time Talking |
Sum of Queue Avgs - Time Talking Divided by Total Number of Calls that rang on the Specific Extension |
Daily Avgs - Total Time |
Sum of Queue Avgs - Total Time Divided by Total Number of Calls that rang on the Specific Extension |