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Queue Statistics
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The report produces an historical view of the queues performance (e.g. "Talk Time", "Wrap Time' and "Handling Time") in Quarter hour, Hour, Day, Week, Month and Year intervals.
Intended Use
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This report is designed to aid in determining staffing requirements for an inbound call centers.
Note: don't try to compare numbers across this report and expect them to add up. As an example a call can 'enter' a queue in one interval and be answered in the next interval. As such the number of calls entering the queue will not equal the numbers of calls answered (Talk) in either interval.
"Talk Time", "Wrap Time' and "Handling Time" only count the portion of time that is within the interval, this makes these values usable for calculating staffing requirements. For example if the reporting interval is hour and there are 3 agents, when the "Handling time" shows 3 hours, it is immediately apparent that all 3 agents were either talking or in "wrap" for the entire hour and that more staff are required.
Filters
Interval and Date range interaction
Date ranges MUST start at the beginning of an interval, this becomes an issue when the interval is set to WEEK, MONTH or YEAR. The start date will automatically be adjusted back to the start of an interval if it is not aligned with an interval start.
For example if the interval were MONTH and the start date was 17/07/20112020, then the report would be generated with a start date of 01/07/20112020. The filters on the generated report will reflect this adjustment.
Date Range
The period for which the data is to be complied and displayedto run the report for.
Interval
The interval controls the summary level. For instance if you choose a Monthly interval then there will be a single line for each month, if you choose Daily then there would be a single line for each day.
Queue
The Queues to display the statistics for. You can select one or more queues.
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Columns
Queue Interval
Calls Enter
Calls Wait
Calls Answ.
Calls Wrap
Calls %
Abandoned After
Abandoned Total
Abandoned Ratio
Wait time Total
Wait time Avg.
Wait time Max
Wait time %
Talk time Total
Talk time Avg.
Talk time Max
Talk time %
Wrap up time Total
Wrap up time Avg.
Wrap up time Max
Handling time Total
Handling Time Avg.
Handling Time Max
SLA Thresh.
SLA Perf.
Exit Key
Exit T/O
Lost Answered
Lost Unanswered
Occupancy