Queue

Shows queue statistics for the selection criteria specified. This report also generates an accompanying graphical representation of the call outcome data.

Options

Availability	Standard
Select By	Account or Service Number(s), then Date Period options: Today, Yesterday, Last 7 Days, Last 30 Days, This Month, Last Month, Custom Range
Viewable in Portal	Yes
Download Options	CSV or Excel
Available to Schedule	Yes
Schedule Frequency	Daily/Weekly/(Monthly/Quarterly) - 'Group By' dependent
Graphs Available	Yes - by default
Timeline Available	No

Output

Column Name	Description	Type
'Group By' is either: Day, Hour or Month	Day - shows totals for each day in the date period specified. Hour - shows totals for each hour in the date/hour period specified. Month - shows totals for each month in the month range specified	Date, Date+Hour or Month/Year
Total Calls	Total calls, regardless of outcome	Integer
Not Queued	Calls that did not use any queuing functionality will be included in this column	Integer
Abandoned	Calls using queuing functionality that cleared whilst being held in the queue, or during an out-dial to an agent	Integer
Answered	Total calls answered when handled via queuing functionality. Calls that have been answered but did not utilise any queuing functionality will not be included in this column	Integer
Failed	Total number of outbound calls encountering a network condition such as Number Unobtainable. This column includes all failed outbound calls which used queuing functionality or not	Integer
Total Duration	Duration of all calls from first arrival on the platform to call end, regardless of call outcome	HH:MM:SS
Time In Queue	Total time spent in the queue, which included ring time to the agent. Also includes the time for those calls that ultimately did not connect to an agent (i.e. Abandoned calls)	HH:MM:SS
Handling Time	Total connected talk time for all answered outbound calls made via a queue. Non-queued calls are not included in this total	HH:MM:SS
​Average Handling Time	(Handling Time ÷ Answered)	HH:MM:SS
Average Time In Queue	Time In Queue ÷ (Answered + Abandoned)	HH:MM:SS