Queues Breakdown
This report displays metrics per queue in intervals of one hour. The report includes a summary of queue activity and compares their most relevant metrics, including calls offered, answered, missed and abandoned per queue, average duration, speed of answer, service level and maximum delay per queue (maximum time a customer waited in the waiting queue before the call was answered by an agent). This report also includes Missed Calls Within Service Level.
These are the available filters in the Tags Breakdown Report:
- Call Queue
- Date
- Dedicated Line
- Interval
- Timezone
| Metric Name | Description | Calculation | Metric Type | |
|---|---|---|---|---|
| Queues | The Queues dialed during the call. If the call was received on an agent's dedicated phone number or was directly routed to an agent after being dropped using intelligent reconnect, it will display the agent's name. | no calculation | String | |
| Start Time | Initial timestamp for the given slot configured (10 minutes, 30 minutes or 1 hour). | no calculation | Date time | |
| Calls Offered Per queue | Number of inbound calls per queue | COUNT call type = inbound OR missed OR abandoned OR short abandoned or voicemail per queue | Count | |
| Calls Missed Per queue | Number of missed calls per queue | COUNT call type = missed queue | Count | |
| Calls Abandoned Per queue | Number of missed calls per queue | COUNT call type = abandoned queue (does not include short abandoned) | Count | |
| Avg Abandon Time Per queue | This is the average amount of time per queue callers waited in your waiting queue for their call to be answered before hanging up, per queue. | AVG waiting time for call type = abandoned per queue | Time in seconds | |
| Avg Speed of Answer Per queue | Average time it takes an agent to answer the call after it started ringing (When Inbound) per queue. | AVG speed of answer for call type = inbound per queue | Time in seconds | |
| Calls on Service Level | Percentage of missed and answered calls received in business hours with waiting time inferior to the service level threshold per queue | COUNT of business hours = TRUE (waiting time =< [define threshold] (call type = inbound AND call type = missed))*100 | Percentage | |
| Max Delay Per Queue (max) | Longest time callers waited for their call to be answered per queue. | MAX wait time for call type = inbound | Time in seconds | |
| External Out Calls | This is the total number of outbound calls per queue. | COUNT call type = outbound | Count | |
| Outbound connected talk time | This is the sum of talk time of outbound connected calls per queue. | SUM talk time for call type = outbound | Time in seconds | |
| Calls Answered Per Queue | This is the total number of outbound calls per queue | COUNT of business hours = TRUE (waiting time =< [define threshold] (call type = inbound AND call type = missed)) | Count | |
| Total Talk Time Per Queue | Total talk time of all inbound calls answered on this queue. | SUM talk time for call type = inbound per queue | Time in seconds | |
| Available Time Per Queue | Time in the "available" status per queue. | SUM time for status = Available per queue | Time in seconds | |
| On a Call Time Per Queue | Time in the "on a call" status per queue. | SUM time for status = On Call per queue | Time in seconds | |
| After Call Work Time Per Queue | Time in the "after call work" status per queue. | SUM time for status = After Call Work per queue | Time in seconds | |
| Time in the "offline" status per Queue | SUM time for status = Offline per queue | Time in seconds | |
| Away Time Per Queue | Time in the "Away" status per Queue | SUM time for status = Away Time per queue | Time in seconds | |
| Lunch Time Per Queue | Time in the "Lunch" status per queue. | SUM time for status = Lunch Time per queue | Time in seconds | |
| Busy Time Per Queue | Time in the "Busy" status per queue. | SUM time for status = Busy per queue | Time in seconds | |
| [Custom Status] Time Per Queue | Time in the "[Custom]" status per queue. | SUM time for status = [custom] per queue | Time in seconds |
Updated 15 days ago
Did this page help you?