Queue Group Summary - 20 Second Intervals
This report breaks the answer times for the Queues in the Queue group into calls answered less than 20 seconds, 21 to 40 seconds, 41 to 60 seconds and calls answered after 60 seconds. You can quickly see if a Queue might need adjustment or more Agents to allow faster answering times.
Run this report for a good overview of the time taken to answer calls to by a Queue. This can also help to identify issues, and provide Grade of Service Level strategies.
Report Criteria
Calculations
