Precision Queue Statistics SG¶
Calculates statistics for Precision Queues using the Skill_Group_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 Abandoned In Ringing¶
Displays the number of calls abandoned while ringing on an agent.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Abandoned On Hold¶
Displays the number of calls abandoned while on Hold.
Parameters: Precision Queues, Sliding Interval In Periods
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 Handle Time¶
Displays the average handle time of calls routed to the Precision Queue.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Average Outbound Talk Time¶
Displays the average time agents spent talking on ACD outbound calls.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Average Speed Of Answer¶
Displays the average answer wait time of calls routed to the Precision Queue.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Average Talk Time¶
Displays the average talk time of handled calls routed to the Precision Queue.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Handle Rate¶
Displays the percentage of calls routed to the Precision Queue, which were subsequently handled.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Handle Time¶
Displays the total handle time of calls routed to the Precision Queue.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Handled¶
Displays the number of calls routed to the Precision Queue, which were subsequently handled.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Offered¶
Displays the number of calls routed to the Precision Queue.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Outbound¶
Displays the number of outbound calls made by the agents.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Outbound Talk Time¶
Displays the total time agents spent talking on ACD outbound calls.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Redirected On No Answer¶
Displays the number of calls routed to the Precision Queue, which were subsequently redirected on no answer.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Talk Time¶
Displays the total talk time of handled calls routed to the Precision Queue.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Total Offered¶
Displays the number of calls routed to the Precision Queue.
Parameters: Precision Queues, Sliding Interval In Periods