Queue Statistics¶
Calculates statistics for queues.
Columns¶
Average Handle Time – The average time agents spent handling ACD calls.
Formula:
(Total Hold Time + Total Talk Time + Total Work Time) / Calls Handled
Average Hold Time – The average time calls routed to the queue spent on hold.
Formula:
Total Hold Time / Calls Handled
Average Speed Of Answer – The average time handled calls spent waiting in the queue.
Formula:
Total Wait Time Handled / Calls Handled
Average Talk Time – The average time agents spent in the Talk state on calls routed to the queue.
Formula:
Total Talk Time / Calls Handled
Average Wait Time – The average time calls spent waiting in the queue.
Formula:
Total Wait Time / Calls Offered
Average Wait Time Abandoned – The average time abandoned calls spent waiting in the queue.
Formula:
Total Wait Time Abandoned / Calls Abandoned
Average Work Time – The average call wrap-up time of calls routed to the queue.
Formula:
Total Work Time / Calls Handled
Calls Abandon Rate – The percentage of abandoned calls.
Formula:
Calls Abandoned / Calls Offered
Calls Abandoned – The number of calls routed to the queue, which were subsequently abandoned.
Calls Abandoned In Service Level – The number of calls routed to the queue, which were subsequently abandoned within the service level.
Calls Dequeue Rate – The percentage of dequeued calls.
Formula:
(Calls Dequeued / Calls Offered) * 100
Calls Dequeued – The number of dequeued calls.
Calls Dequeued In Service Level – The number of dequeued calls within the service level.
Calls Handle Rate – The percentage of handled calls.
Formula:
(Calls Handled / Calls Offered) * 100
Calls Handled – The number of calls routed to the queue, which were subsequently handled.
Calls Handled In Service Level – The number of calls routed to the queue, which were subsequently handled and picked up within the service level.
Calls Handled In Service Level By Another Queue – The number of calls routed to the queue, which were then subsequently handled within the context of a different queue within the service level.
Calls Offered – The number of calls routed to the queue.
Longest Talk Time – The talk time of the longest handled call.
Longest Wait Time – The queue time of the longest waited call in the queue.
Queue Id – The ID of the queue.
Queue Name – The name of the queue.
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
Total Handle Time – The time agents spent handling calls routed to the queue.
Formula:
Total Hold Time + Total Talk Time + Total Work Time
Total Hold Time – The time calls are routed to the queue spent on hold.
Total Talk Time – The total time agents spent in the Talk state on calls routed to the queue.
Total Wait Time – The total time calls spent waiting in the queue.
Total Wait Time Abandoned – The total time abandoned calls spent waiting in the queue.
Total Wait Time Handled – The total time handled calls spent waiting in the queue.
Total Work Time – The total call wrap-up time of calls routed to the queue.
Calculation Parameters¶
The Grid function has these optional parameters:
Queue Groups – Allows you to select from a list of Contact Service Queue group names.
Queues – Allows you to select from a list of Contact Service Queue 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.