Precision Queue Statistics

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

Columns

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

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

  • Calls Abandoned In Service Level – The number of calls routed to the Precision Queue, which were subsequently abandoned within the service level.

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

  • Calls Handled In Service Level – The number of calls routed to the Precision Queue, which were subsequently handled within the service level.

  • Calls Longest Wait Time – The queue time of the longest waited call in the Precision Queue today.

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

  • Calls Offered Step 1 – The number of offered calls in step 1.

  • Calls Offered Step 2 – The number of offered calls in step 2. Such calls will not be counted for previous steps.

  • Calls Offered Step 3 – The number of offered calls in step 3. Such calls will not be counted for previous steps.

  • Calls Offered Step 4 – The number of offered calls in step 4. Such calls will not be counted for previous steps.

  • Calls Offered Step 5 – The number of offered calls in step 5. Such calls will not be counted for previous steps.

  • Calls Offered Step 6 To 10 – The number of offered calls in steps 6 through 10. Such calls will not be counted in previous steps.

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

  • Calls Service Level – The percentage of calls routed to the Precision Queue, which were answered within the service level.

  • Calls Service Level Answered – The number of calls answered used in the Service Level calculation.

  • Calls Service Level Offered – The number of calls offered used in the Service Level calculation.

  • 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.