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Sr No. | Column Name | Description |
|---|---|---|
1 | Queue Name | Name of the queue given by user |
2 | Total Calls Offered (TCO) | Total number of calls offered in that particular queue. |
3 | Inbound Calls (IC) | Total Inbound Calls received (in Business Hours) |
4 | Outbound Calls (OC) | Total Outbound Calls received (in Business Hours ) |
5 | Calls Answered (CA) | Calls that were answered by an agent (out of TCO) in the Queue(s) TCA = CAFA + CALA |
6 | Calls Completed (CComp) | Total Calls Completed (TCC) in the given queue TCC = Calls disconnected by agent after both connected (CDisA) + Calls disconnected by customers (CDisC) (If connected with Agent ) |
7 | Calls Missed (CM) | Calls allocated to agent but not received up by agent |
8 | Calls Abandoned (CATCAb) | Total number of calls abandoned in particular queueCalls removed from Queue before connecting with an agent |
9 | Calls Abandoned less than 10s (PreCA) | Calls Abandoned with Queue Time <= 10 seconds |
10 | Customer Hangup (CHuP) | Total number of time customer hanged up the call. |
11 | Agent Hangup (AHuP) | Total number of time agent hanged up the call |
12 | Average Handle Time (AHT) | Average Handle Time: Total Call Handled Time / Calls Answered. TCHT = Total ringing time (TRT) +Total call time (TCT) + Total wrap up time (TWUpT) |
13 | Average speed of answer (ASA) | Average Speed of Answer (ASA): Average of time taken by agents to pickup the Call |
14 | Average Call Time (ACT)Total | Call Time / No. of Calls |
15 | Average wrapup time (AWT) | Wrap Up time (Disposition Time) / No. of calls an agent handled |
16 | Average Agent Hold Time (AHoT) | Average of time an agent puts a customer on holdTotal hold time/ Calls Answered |
17 | Total Queue wait time (QWT) | Total duration of customer wait time of all the calls in queueQueue |
18 | Average Queue wait time (AQWT) | Average Queue wait time : Total queue wait time/no of calls offered in queue |
19 | Disposition Filled | Number of dispositions filled by agent |
20 | Auto Disposition | Number of calls for which this disposition was filled |
21 | Service Level Time (SLT) | Service level time configured in queue |
22 | Service Level % | % of Calls answered within configured SLT |
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