Queue Summary - 20 Second Intervals
This is similar to the "Queue Group Summary 20 second interval report" but for all Queues. The report breaks down the answer times for the Queues into calls answered in less than 20 seconds, 21 to 40 seconds, 41 to 60 seconds and calls answered after 60 seconds.
Report Criteria
Calculations
Report Heading |
Definition |
No. of Calls - Count |
Number of Calls Answered on the Specified Queue by the particular Group |
No. of Calls - % of Total Queue Calls |
No. of Calls - Count Divided by Grand Totals - No. of Calls - Count |
Maximum Queue Time |
Maximum Time a Call spent Queuing on the specified Queue, answered by an Agent in the Particular Group |
0 - 20 Sec - Count |
Number of Calls Answered between 0 and 20 Sec on the Specified Queue by the particular Group |
0 - 20 Sec - % of Total Group Calls |
0 - 20 Sec - Count Divided by Group Totals - 0 - 20 Sec - Count |
0 - 20 Sec - % of Queue |
0 - 20 Sec - Count Divided by No. of Calls - Count |
21 - 40 Sec - Count |
Number of Calls Answered between 21 and 40 Sec on the Specified Queue by the particular Group |
21 - 40 Sec - % of Total Group Calls |
21 - 40 Sec - Count Divided by Group Totals - 21 - 40 Sec -Count |
21 - 40 Sec - % of Queue |
21 - 40 Sec - Count Divided by No. of Calls - Count |
41 - 60 Sec - Count |
Number of Calls Answered between 41 and 60 Sec on the Specified Queue by the particular Group |
41 - 60 Sec - % of Total Group Calls |
41 - 60 Sec - Count Divided by Group Totals - 41 - 60 Sec -Count |
41 - 60 Sec - % of Queue |
41 - 60 Sec - Count Divided by No. of Calls - Count |
60+ Sec - Count |
Number of Calls Answered after 60+ Sec on the Specified Queue by the particular Group |
60+ Sec - % of Total Group Calls |
60+ Sec - Count Divided by Group Totals - 60+ Sec -Count |
60+ Sec - % of Queue |
60+ Sec - Count Divided by No. of Calls - Count |
Group Totals - No. of Calls - Count |
Sum of No. of Calls - Count for particular Group |
Group Totals - No. of Calls - % of Total Queue Calls |
Group Totals - No. of Calls - Count Divided by Grand Totals - No. of Calls - Count |
Group Totals - Maximum Queue Time |
Maximum Time a Call spent Queuing, answered by an Agent in the Particular Group |
Group Totals - 0 - 20 Sec - Count |
Sum of 0 - 20 Sec - Count for particular Group |
Group Totals - 0 - 20 Sec - % of Total Group Calls |
Group Totals - 0 - 20 Sec - Count Divided by Group Totals - 0 - 20 Sec - Count |
Group Totals - 0 - 20 Sec - % of Queue |
Group Totals - 0 - 20 Sec - Count Divided by Group Totals - No. of Calls - Count |
Group Totals - 21 - 40 Sec - Count |
Sum of 21 - 40 Sec - Count for particular Group |
Group Totals - 21 - 40 Sec - % of Total Group Calls |
Group Totals - 21 - 40 Sec - Count Divided by Group Totals - 21 - 40 Sec - Count |
Group Totals - 21 - 40 Sec - % of Queue |
Group Totals - 21 - 40 Sec - Count Divided by Group Totals - No. of Calls - Count |
Group Totals - 41 - 60 Sec - Count |
Sum of 41 - 60 Sec - Count for particular Group |
Group Totals - 41 - 60 Sec - % of Total Group Calls |
Group Totals - 41 - 60 Sec - Count Divided by Group Totals - 41 - 60 Sec - Count |
Group Totals - 41 - 60 Sec - % of Queue |
Group Totals - 41 - 60 Sec - Count Divided by Group Totals - No. of Calls - Count |
Group Totals - 60+ Sec - Count |
Sum of 60+ Sec - Count for particular Group |
Group Totals - 60+ Sec - % of Total Group Calls |
Group Totals - 60+ Sec - Count Divided by Group Totals - 60+ Sec - Count |
Group Totals - 60+ Sec - % of Queue |
Group Totals - 60+ Sec - Count Divided by Group Totals - No. of Calls - Count |
Grand Totals - No. of Calls - Count |
Sum of Group Totals - No. of Calls - Count |
Grand Totals - No. of Calls - % of Total Queue Calls |
Sum of Group Totals - No. of Calls - Count Divided by Grand Totals - No. of Calls - Count |
Grand Totals - Maximum Queue Time |
Maximum Time a Call spent Queuing |
Grand Totals - 0 - 20 Sec - Count |
Sum of Group Totals - 0 - 20 Sec - Count for particular Group |
Grand Totals - 0 - 20 Sec - % of Queue |
Grand Totals - 0 - 20 Sec - Count Divided by Grand Totals - No. of Calls - Count |
Grand Totals - 21 - 40 Sec - Count |
Sum of Group Totals - 21 - 40 Sec - Count for particular Group |
Grand Totals - 21 - 40 Sec - % of Queue |
Grand Totals - 21 - 40 Sec - Count Divided by Grand Totals - No. of Calls - Count |
Grand Totals - 41 - 60 Sec - Count |
Sum of Group Totals - 41 - 60 Sec - Count for particular Group |
Grand Totals - 41 - 60 Sec - % of Queue |
Grand Totals - 41 - 60 Sec - Count Divided by Grand Totals - No. of Calls - Count |
Grand Totals - 60+ Sec - Count |
Sum of Group Totals - 60+ Sec - Count for particular Group |
Grand Totals - 60+ Sec - % of Queue |
Grand Totals - 60+ Sec - Count Divided by Grand Totals - No. of Calls - Count |