Queue Route
...
Statistics
This report provides queue statistics down to the individual Route (DID) level.
Intended Use
If your organisations has more than one DID associated with a Queue then the Queue Route Statistics report provides an additional level of detail by breaking out the Queue Statistics into individual Routes (DIDs).
Most organisations have a single DID (Inbound number) which is attached to a single queue. For these standard cases this report isn't necessary and you should use the the Queue Statistics report.
Filters
The filter allows you to control the set of data returned by the report:
Date Range
You can set a Date range that you want to view Queue statistics for by selecting a Start and End dateThe period to run the report for.
Interval
You can also select an 'Interval' which controls the level of detail you see. For example if you select an Interval of 'Day' then there will be one line per day for each Queue Route combination. If you selected 'Quarter Hour' then there will be one line per 15 minute interval for each Queue Route combination.
Queue
You can select one or more queues to report on. To select multiple Queues hold the control key down when you click on a queue name. You can deselect a Queue by clicking on it again. Clicking a Queue name without holding down the Control key will deselect all queues except for the one you click on..
Columns
Queue
Route
Interval
Calls Enter
Calls wait
Calls Talk
Calls Wrap
Calls %
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.
Abandoned After
Abandoned Total
Exit Key
Exit T/O
Lost Answered
Lost Unanswered