Precision Queue Statistics CTSG¶
Calculates statistics for Precision Queues using the Call_Type_SG_Interval table.
Depending on the KPI Function, the following parameters may be used:
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.
Calls Answer Wait Time¶
Displays the total answer wait time of calls routed to the Precision Queue.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Answered¶
Displays the number of answered calls routed to the Precision Queue.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Average Answer Wait Time¶
Displays the average answer wait time of calls routed to the Precision Queue.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Average Queue Time¶
Displays the average time calls spent waiting in the Precision Queue.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Queue Time¶
Displays the total time calls spent waiting in the Precision Queue.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Queued¶
Displays the number of calls queued to the Precision Queue by the call router during the reporting interval.
Parameters: Precision Queues, Sliding Interval In Periods