Application Statistics

Calculates statistics for applications.

Columns

  • Application Id – The ID of the application.

  • Application Name – The name of the application.

  • Calls Abandon Rate – The percentage of calls that were abandoned.

    Formula:

    (Calls Abandoned / Calls Offered) * 100

  • Calls Abandoned – The number of calls routed to an application, which were subsequently abandoned.

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

  • Calls Flow Out – The number of calls that this application sends to another application or external destination without being handled by an agent.

  • Calls Handle Rate – The percentage of calls that were handled.

    Formula:

    (Calls Handled / Calls Offered) * 100

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

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

  • Calls Offered – The number of calls routed to the application, which were subsequently offered.

  • Service Level Negative Abandon – The percentage of calls, which were handled within the service level.

    Formula:

    (Calls Handled In Service Level / Calls Offered) * 100

  • Service Level Positive Abandon – The percentage of calls, which were either handled or abandoned within the service level.

    Formula:

    ((Calls Handled In Service Level / Calls Abandoned In Service Level) / Calls Offered) * 100

  • Service Level Without Abandon – The percentage of calls, which were handled within the service level, not counting abandoned calls within the service level.

    Formula:

    (Calls Handled In Service Level / (Calls Offered - Calls Abandoned In Service Level)) * 100

Calculation Parameters

The Grid function has these optional parameters:

  • Applications – Allows you to select from a list of Application names

  • Sliding Interval In Minutes – This parameter represents the last X minutes the grid values are calculated for. This parameter represents the last X minutes the grid values are calculated for.