Queue by Extension Report
This report identifies for each agent, how many calls from each queue they received on a daily basis.
You may have someone who logs in as an agent only when the Queue starts to get busy. This will help make sure that Queue calls don't take up too much of their time, stopping them from performing their primary job function. It may also indicate a possible need for another full time agent, and provide documentation for this proposal.
Report Criteria
Calculations
Queue/Extn - Incoming Call Count Total Incoming Calls Answered on the particular Queue/Extn
Queue/Extn - Incoming Total Total Time spent on Incoming Calls on the particular Queue/Extn
Queue/Extn - Incoming Min Min Time spent on an Incoming Calls on the particular Queue/Extn
Queue/Extn - Incoming Max Max Time spent on an Incoming Calls on the particular Queue/Extn
Queue/Extn - Incoming Avg Queue/Extn - Incoming Total Divided by Queue/Extn - Incoming Call Count
Queue/Extn - Outgoing Call Count Total Outgoing Calls Answered on the particular Queue/Extn
Queue/Extn - Outgoing Total Total Time spent on Outgoing Calls on the particular Queue/Extn
Queue/Extn - Outgoing Min Min Time spent on an Outgoing Calls on the particular Queue/Extn
Queue/Extn - Outgoing Max Max Time spent on an Outgoing Calls on the particular Queue/Extn
Queue/Extn - Outgoing Avg Queue/Extn - Outgoing Total Divided by Queue/Extn - Outgoing Call Count
Queue/Extn - Queue Call Count Total Queue Calls Answered on the particular Queue/Extn
Queue/Extn - Queue Total Total Time spent on Queue Calls on the particular Queue/Extn
Queue/Extn - Queue Min Min Time spent on an Queue Calls on the particular Queue/Extn
Queue/Extn - Queue Max Max Time spent on an Queue Calls on the particular Queue/Extn
Queue/Extn - Queue Avg Queue/Extn - Queue Total Divided by Queue/Extn - Queue Call Count
Extensions Totals - Incoming Call Count Sum of Queue/Extn - Incoming Call Count for the particular Extension
Extensions Totals - Incoming Total Sum of Queue/Extn - Incoming Total for the particular Extension
Extensions Totals - Incoming Min Min from Queue/Extn - Incoming Min for the particular Extension
Extensions Totals - Incoming Max Max from Queue/Extn - Incoming Max for the particular Extension
Extensions Totals - Incoming Avg Extensions Totals - Incoming Total Divided by Extensions Totals - Incoming Call Count
Extensions Totals - Outgoing Call Count Sum of Queue/Extn - Outgoing Call Count for the particular Extension
Extensions Totals - Outgoing Total Sum of Queue/Extn - Outgoing Total for the particular Extension
Extensions Totals - Outgoing Min Min from Queue/Extn - Outgoing Min for the particular Extension
Extensions Totals - Outgoing Max Max from Queue/Extn - Outgoing Max for the particular Extension
Extensions Totals - Outgoing Avg Extensions Totals - Outgoing Total Divided by Extensions Totals - Outgoing Call Count
Extensions Totals - Queue Call Count Sum of Queue/Extn - Queue Call Count for the particular Extension
Extensions Totals - Queue Total Sum of Queue/Extn - Queue Total for the particular Extension
Extensions Totals - Queue Min Min from Queue/Extn - Queue Min for the particular Extension
Extensions Totals - Queue Max Max from Queue/Extn - Queue Max for the particular Extension
Extensions Totals - Queue Avg Extensions Totals - Queue Total Divided by Extensions Totals - Queue Call Count
Team Totals - Incoming Call Count Sum of Extensions Totals - Incoming Call Count for the particular Team
Team Totals - Incoming Total Sum of Extensions Totals - Incoming Total for the particular Team
Team Totals - Incoming Min Min from Extensions Totals - Incoming Min for the particular Team
Team Totals - Incoming Max Max from Extensions Totals - Incoming Max for the particular Team
Team Totals - Incoming Avg Team Totals - Incoming Total Divided by Team Totals - Incoming Call Count
Team Totals - Outgoing Call Count Sum of Extensions Totals - Outgoing Call Count for the particular Team
Team Totals - Outgoing Total Sum of Extensions Totals - Outgoing Total for the particular Team
Team Totals - Outgoing Min Min from Extensions Totals - Outgoing Min for the particular Team
Team Totals - Outgoing Max Max from Extensions Totals - Outgoing Max for the particular Team
Team Totals - Outgoing Avg Team Totals - Outgoing Total Divided by Team Totals - Outgoing Call Count
Team Totals - Queue Call Count Sum of Extensions Totals - Queue Call Count for the particular Team
Team Totals - Queue Total Sum of Extensions Totals - Queue Total for the particular Team
Team Totals - Queue Min Min from Extensions Totals - Queue Min for the particular Team
Team Totals - Queue Max Max from Extensions Totals - Queue Max for the particular Team
Team Totals - Queue Avg Team Totals - Queue Total Divided by Team Totals - Queue Call Count
Grand Total - Incoming Call Count Sum of Team Totals - Incoming Call Count
Grand Total - Incoming Total Sum of Team Totals - Incoming Total
Grand Total - Incoming Min Min from Team Totals - Incoming Min
Grand Total - Incoming Max Max from Team Totals - Incoming Max
Grand Total - Incoming Avg Grand Total - Incoming Total Divided by Grand Total - Incoming Call Count
Grand Total - Outgoing Call Count Sum of Team Totals - Outgoing Call Count
Grand Total - Outgoing Total Sum of Team Totals - Outgoing Total
Grand Total - Outgoing Min Min from Team Totals - Outgoing Min
Grand Total - Outgoing Max Max from Team Totals - Outgoing Max
Grand Total - Outgoing Avg Grand Total - Outgoing Total Divided by Grand Total - Outgoing Call Count
Grand Total - Queue Call Count Sum of Team Totals - Queue Call Count
Grand Total - Queue Total Sum of Team Totals - Queue Total
Grand Total - Queue Min Min from Team Totals - Queue Min
Grand Total - Queue Max Max from Team Totals - Queue Max
Grand Total - Queue Avg Grand Total - Queue Total Divided by Grand Total - Queue Call Count