Queue Statistics Report

Owned by PeterF (Deactivated)
Last updated: Nov 16, 2018 by tristan sutton (Unlicensed)
2 min read

Queue Statistics

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

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 17/07/2020, then the report would be generated with a start date of 01/07/2020. The filters on the generated report will reflect this adjustment.

Date Range

The period to 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.

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