Queue Summary
This report breaks down to hourly intervals and provides a good hourly overview of queue call flow, queue time, abandoned queue times, talk time, and Grade of Service Levels.
'Other'
1. A call that comes in on a queue that is closed (manually or automatically) and then gets a message box
2. A call that comes in on a queue, gets a message box as a queue announcement and then gets transferred somewhere other than the original queue from the message box (NB; currently the calls are appearing as Abandoned calls not as other calls; this is currently will development for correction).
3. A call that comes in on a queue and gets manually picked up by someone not logged into the queue, i.e., a supervisor, will show as an answered call.
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 |
Abn. Before Minimum |
Calls abandoned before minimum time limit set in Report Criteria |
Abn. After Minimum |
Calls abandoned after minimum time limit set in Report Criteria |
Other Calls |
Sum of Other Calls |
Talk Time Minimum |
Shortest period spent by a Call in Talk Time |
Talk Time Maximum |
Longest period spent by a Call in Talk Time |
Talk Time Average |
Average period spent by Calls in Talk Time |
Answered Queue Time Minimum |
Shortest period spent by an answered Call in Queue Time |
Answered Queue Time Maximum |
Longest period spent by an answered Call in Queue Time |
Answered Queue Time Average |
Average period spent by answered Calls in Queue Time |
Abandoned Queue Time Minimum |
Shortest period spent by an abandoned Call in Queue Time |
Abandoned Queue Time Maximum |
Longest period spent by an abandoned Call in Queue Time |
Abandoned Queue Time Average |
Average period spent by abandoned Calls in Queue Time |
Average Agents Logged In |
Mean number of Agents logged in over the period |
Calls Per Hour |
Rate of calls per hour over the period (e.g. one call in 15min = four Calls per hr) |