Queue Statistics¶
Displays queue statistics data.
Depending on the KPI Function, the following parameters may be used:
Max Duration – This parameter represents the maximal duration (in seconds) a call had to spent in queue.
This parameter represents the maximal duration a call had to spent in queue. Min Duration – This parameter represents the minimal duration (in seconds) a call had to spent in queue.
This parameter represents the minimal duration a call had to spent in queue. 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 KPI is calculated for.
Average Handle Time¶
Returns the average time agents spent handling ACD calls.
Formula:
(Total Hold Time + Total Talk Time + Total Work Time) / Calls Handled
Parameters: Queues, Sliding Interval In Minutes
Average Hold Time¶
Returns the average time calls routed to the queue spent on hold.
Formula:
Total Hold Time / Calls Handled
Parameters: Queues, Sliding Interval In Minutes
Average Speed Of Answer¶
Returns the average time handled calls spent waiting in the queue.
Formula:
Total Wait Time Handled / Calls Handled
Parameters: Queues, Sliding Interval In Minutes
Average Talk Time¶
Returns the average time agents spent in the Talk state on calls routed to the queue.
Formula:
Total Talk Time / Calls Handled
Parameters: Queues, Sliding Interval In Minutes
Average Wait Time¶
Returns the average time calls spent waiting in the queue.
Formula:
Total Wait Time / Calls Offered
Parameters: Queues, Sliding Interval In Minutes
Average Wait Time Abandoned¶
Returns the average time abandoned calls spent waiting in the queue.
Formula:
Total Wait Time Abandoned / Calls Abandoned
Parameters: Queues, Sliding Interval In Minutes
Average Work Time¶
Returns the average call wrap-up time of calls routed to the queue.
Formula:
Total Work Time / Calls Handled
Parameters: Queues, Sliding Interval In Minutes
Calls Abandon Rate¶
Returns the percentage of abandoned calls.
Formula:
Calls Abandoned / Calls Offered
Parameters: Queues, Sliding Interval In Minutes
Calls Abandoned¶
Returns the number of calls routed to the queue, which were subsequently abandoned.
Parameters: Queues, Sliding Interval In Minutes, Max Duration, Min Duration
Calls Abandoned In Service Level¶
Returns the number of calls routed to the queue, which were subsequently abandoned within the service level.
Parameters: Queues, Sliding Interval In Minutes, Max Duration, Min Duration
Calls Dequeue Rate¶
Returns the percentage of dequeued calls.
Formula:
(Calls Dequeued / Calls Offered) * 100
Parameters: Queues, Sliding Interval In Minutes
Calls Dequeued¶
Returns the number of dequeued calls.
Parameters: Queues, Sliding Interval In Minutes
Calls Dequeued In Service Level¶
Returns the number of dequeued calls within the service level.
Parameters: Queues, Sliding Interval In Minutes
Calls Handle Rate¶
Returns the percentage of handled calls.
Formula:
(Calls Handled / Calls Offered) * 100
Parameters: Queues, Sliding Interval In Minutes
Calls Handled¶
Returns the number of calls routed to the queue, which were subsequently handled.
Parameters: Queues, Sliding Interval In Minutes
Calls Handled In Service Level¶
Returns the number of calls routed to the queue, which were subsequently handled and picked up within the service level.
Parameters: Queues, Sliding Interval In Minutes
Calls Handled In Service Level By Another Queue¶
Returns the number of calls routed to the queue, which were then subsequently handled within the context of a different queue within the service level.
Parameters: Queues, Sliding Interval In Minutes
Calls Offered¶
Returns the number of calls routed to the queue.
Parameters: Queues, Sliding Interval In Minutes
Longest Talk Time¶
Returns the talk time of the longest handled call.
Parameters: Queues, Sliding Interval In Minutes
Longest Wait Time¶
Returns the queue time of the longest waited call in the queue.
Parameters: Queues, Sliding Interval In Minutes
Service Level Negative Abandon¶
Returns the percentage of calls, which were handled within the service level.
Formula:
(Calls Handled In Service Level / Calls Offered) * 100
Parameters: Queues, Sliding Interval In Minutes
Service Level Positive Abandon¶
Returns 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
Parameters: Queues, Sliding Interval In Minutes
Service Level Without Abandon¶
Returns 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
Parameters: Queues, Sliding Interval In Minutes
Total Handle Time¶
Returns the time agents spent handling calls routed to the queue.
Formula:
Total Hold Time + Total Talk Time + Total Work Time
Parameters: Queues, Sliding Interval In Minutes
Total Hold Time¶
Returns the time calls are routed to the queue spent on hold.
Parameters: Queues, Sliding Interval In Minutes
Total Talk Time¶
Returns the total time agents spent in the Talk state on calls routed to the queue.
Parameters: Queues, Sliding Interval In Minutes
Total Wait Time¶
Returns the total time calls spent waiting in the queue.
Parameters: Queues, Sliding Interval In Minutes
Total Wait Time Abandoned¶
Returns the total time abandoned calls spent waiting in the queue.
Parameters: Queues, Sliding Interval In Minutes
Total Wait Time Handled¶
Returns the total time handled calls spent waiting in the queue.
Parameters: Queues, Sliding Interval In Minutes
Total Work Time¶
Returns the total call wrap-up time of calls routed to the queue.
Parameters: Queues, Sliding Interval In Minutes