Queue Call Distribution Report

Queue Call Distribution

This report compares how calls (answered/unanswered) were dealt with across days and hours in the selected period.

Intended Use

The Call Distribution report can help determine resourcing levels required to service call volumes.

Note: The Workforce Management system provides forecasting and rostering and is a better mechanism for this purpose.

The most common way to run this report is for a single day and look at the distribution for each hour of the day.

Take particular note of the 'Unanswered call distribution per hour' as non-zero values indicate that calls are going unanswered at that time of the day.  You should however also take the Max Wait Time into consideration. If the Max Wait Time is below your SLA, then these calls are of a lesser concern as you couldn't reasonably be expected to answer these calls.

You should also consider your Average Talk Time, as this will give you some idea of how busy your team is. If the Average Talk Time is 5 minutes then your staff can take at most 12 calls each hour (5m x 12 = 60m). In reality you shouldn't normally expect to see utilisations at greater than about 50 minutes of every hour (this no. can vary significantly based on the type of calls being handled and the amount of wrap time required to complete any paper work post each call).

Filters

When running the Call Distribution report you can control the report based on a number of selection criteria:

Date Range

This defines the reporting period. 

Queue

Defines the set of queues the report will be run against. 

Columns

Day

Num

Answered Calls %

Avg Talk Time

Max Talk Time