Precision Queue Statistics CTSG

Calculates statistics for Precision Queues using the Call_Type_SG_Interval table. This is an Interval calculation.

Columns

  • Calls Answer Wait Time – The total answer wait time of calls routed to the Precision Queue.

  • Calls Answered – The number of answered calls routed to the Precision Queue.

  • Calls Average Answer Wait Time – The average answer wait time of calls routed to the Precision Queue.

  • Calls Average Queue Time – The average time calls spent waiting in the Precision Queue.

  • Calls Queue Time – The total time calls spent waiting in the Precision Queue.

  • Calls Queued – The number of calls queued to the Precision Queue by the call router during the reporting interval.

  • Precision Queue Id – The ID of the Precision Queue.

  • Precision Queue Name – The name of the Precision Queue.

Calculation Parameters

The Grid function has these optional parameters:

  • Precision Queues – Allows you to select from a list of Precision Queue names.

  • Sliding Interval In Periods – Number of periods. This parameter specifies how many intervals will be used for the calculation. The period length is 15 minutes by default. This can be changed in the Ucce configuration. E.g. If the parameter value is 2 and the current time is 8:20, the result will be returned for the interval of 7:45 - 8:15. After 8:30, the result will be returned for the interval of 8:00 - 8:30.