Queue Statistics-758
- PeterF (Deactivated)
Overview
The report produces an historical view of the queues performance in Quarter hour, Hour, Day, Week, Month and Year intervals.
Intended Use
This report is designed to aid in determining staffing requirements for 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.
"Wait Time" shows a mixture of times, some within the interval and some accumulated values. Both the Average & Maximum are accumulated values, this is useful because it is indicative of the how long callers are waiting before they get answered. For example if a call started at 3:45pm and waited until 4:15pm, it would appear in the 3pm interval as waiting 15 minutes and then in the 4pm interval as waiting 30 minutes. However the total wait time in each period would show 15 minutes, this then shows that although there was a call that had waited 30 minutes in the 4pm interval the queue recovered because the total wait time in the 4pm interval was only 15 minutes.
While these differing ways of measuring values at a first glance may appear inconsistent, they actually provide valuable insights into a contact centres performance.
Note: This is an historical report, if there are active calls in the selected reporting period the totals will be incorrect. Active calls will be included in some totals and not others depending on their current phase. Information about active calls can be view on the Real time Queue Statistics report.
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 17/07/2011, then the report would be generated with a start date of 01/07/2011. The filters on the generated report will reflect this adjustment.
Date Range
The period for which the data is to be complied and displayed.
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.
Details
Click the Image to see the full details.
Fields
|
Field | Description |
|---|---|
| Queue | The Queue name as defined in the Queue Edit Screen. Click the Queue Name to drill down to the Queue details. |
| Calls Enter | Number of Calls that entered the queue in the interval. |
| Calls Wait | Number of calls that waited in the queue in the interval. Note that a call can be in wait across multiple intervals and as such will repeated in multiple intervals. |
| Calls Talk | Number of calls that agents spoke to during the interval. Note that an agent can be talking to a customer across multiple intervals and as such will repeated in multiple intervals. |
| Calls Wrap | Number of calls that where in wrap during the interval. Note that a call can be in wrap across multiple intervals and as such will repeated in multiple intervals. |
| Calls % | Number of Calls that entered the queue as a percentage of the total number of calls that entered any queue. |
| Wait Time | The amount of time that callers waited for their call to be answered. Values expressed are;
|
| Talk time | The amount of time that callers spent talking to agents within the interval. Values expressed are;
|
| Wrap up time | The amount of time that agents spent in wrap within the interval, this is either a fixed value as set in the queue provisioning or a variable amount of time when using the Noojee Vision extended wrap feature. Values expressed are;
|
| Handling time | Handling time is the sum of "Talk time" plus "wrap up time" within the interval.Values expressed are;
|
| SLA Threshold | The maximum number of seconds as set in the queue provisioning before a call should be answered |
| SLA Perf. | SLA Performance, expressed as a percentage of calls that were answered or abandoned before "SLA threshold" |
| Abandoned After | The total number of calls that entered the queue and the caller hungup with speaking to an agent before "SLA threshold" |
| Abandoned Total | The total number of calls that entered the queue and the caller hungup with speaking to an agent |
| Exit Key | The number of calls that used a dtmf key to exit the queue to another extension |
| Exit Time Out | The number of calls that exited the queue due to timeout |
Refer to the Field Glossary for more detailed explaination of each field and how it is derived.