Precision Queue Statistics¶
Calculates statistics for Precision Queues using the Router_Queue_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 Abandon Rate¶
Displays the percentage of calls routed to the Precision Queue, which were subsequently abandoned.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Abandoned¶
Displays the number of calls routed to the Precision Queue, which were subsequently abandoned.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Abandoned In Service Level¶
Displays the number of calls routed to the Precision Queue, which were subsequently abandoned within the service level.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Dequeued¶
Displays the number of dequeued calls routed to the Precision Queue.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Handled In Service Level¶
Displays the number of calls routed to the Precision Queue, which were subsequently handled within the service level.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Longest Wait Time¶
Displays the queue time of the longest waited call in the Precision Queue today.
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 Offered Step 1¶
Displays the number of offered calls in step 1.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Offered Step 2¶
Displays the number of offered calls in step 2. Such calls will not be counted for previous steps.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Offered Step 3¶
Displays the number of offered calls in step 3. Such calls will not be counted for previous steps.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Offered Step 4¶
Displays the number of offered calls in step 4. Such calls will not be counted for previous steps.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Offered Step 5¶
Displays the number of offered calls in step 5. Such calls will not be counted for previous steps.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Offered Step 6 To 10¶
Displays the number of offered calls in steps 6 through 10. Such calls will not be counted in previous steps.
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
Calls Service Level¶
Displays the percentage of calls routed to the Precision Queue, which were answered within the service level.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Service Level Answered¶
Displays the number of calls answered used in the Service Level calculation.
Parameters: Precision Queues, Sliding Interval In Periods
Calls Service Level Offered¶
Displays the number of calls offered used in the Service Level calculation.
Parameters: Precision Queues, Sliding Interval In Periods