Queue Summary by Hour
This report provides a summarised comparison by hour for each day of the week, identifying how many calls are received between the hours of 8am to 9am for example, each day of the week.
Report Criteria
Calculations
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 |
Maximum Calls Queued |
Highest number of Calls queued |
Maximum Time In Queue |
Longest period spent by a Call in a queue |
Average Agents Logged In |
Mean number of Agents logged in over the period |