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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.
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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.
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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.
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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