Precision Queue Statistics SG

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

Columns

  • Calls Abandoned In Ringing – The number of calls abandoned while ringing on an agent.

  • Calls Abandoned On Hold – The number of calls abandoned while on Hold.

  • 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 Handle Time – The average handle time of calls routed to the Precision Queue.

  • Calls Average Outbound Talk Time – The average time agents spent talking on ACD outbound calls.

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

  • Calls Average Talk Time – The average talk time of handled calls routed to the Precision Queue.

  • Calls Handle Rate – The percentage of calls routed to the Precision Queue, which were subsequently handled.

  • Calls Handle Time – The total handle time of calls routed to the Precision Queue.

  • Calls Handled – The number of calls routed to the Precision Queue, which were subsequently handled.

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

  • Calls Outbound – The number of outbound calls made by the agents.

  • Calls Outbound Talk Time – The total time agents spent talking on ACD outbound calls.

  • Calls Redirected On No Answer – The number of calls routed to the Precision Queue, which were subsequently redirected on no answer.

  • Calls Talk Time – The total talk time of handled calls routed to the Precision Queue.

  • Calls Total Offered – The number of calls routed to the Precision Queue.

  • 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.