Queue Agent Statistics

Queue Agent Statistics

This report displays summary details for the calls taken by an agents through a queue. The report is in two sections, total call details for all queues and a graph that plots volumes on a no. of key metrics.

Intended Use

Provides a high level over view where an agent is spending their time across all selected queues.

Filters

Date Range

You can set a Date range that you want to view details for by selecting a Start and End date.

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.

Agent

You can select one or more agents to report on. To select multiple Agents hold the control key down when you click on a Agent name. You can deselect an Agent by clicking on it again. Clicking an Agent name without holding down the Control key will deselect all Agents except for the one you click on.