Queue Agent Statistics Report
- PeterF (Deactivated)
- tristan sutton (Unlicensed)
- Pete (Deactivated)
- Brett Sutton (Deactivated)
Queue Agent Statistics
This report displays summary details for the calls taken by an agent through a queue. The report is in two sections, total call details for all queues and a graph that plots the volumes on a no. of key metrics.
Intended Use
Provides a high level overview 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.
Agent
You can select one or more agents to report on.
Columns
Interval
Agent
Calls Total
Calls %
Talk Time Total
Talk Time Avg.
Talk Time Max
Wrap up time Total
Wrap up time Total
Wrap up time Avg.
Wrap up time Max
Handling time Total
Handling time Avg.
Handling time Max
Pause
Idle Time
Logged in time
Outbound Calls
Outbound Call Duration