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Sr No. | Column Name | Description | |
|---|---|---|---|
1 | Queue Name | Name of the queue given by user. | |
2 | Time Interval | Time interval of 30 mins.15 mins, starts from 00:00 | |
3Total | Calls ReceivedCalls Offered in interval (CO) | Total Calls received offered in given interval. CO = Calls Answered (CA) + Calls Abandoned (CAb) | |
4 | Calls Answered (CA) | Total Calls answered by agent in given interval out of calls offered. | |
5 | Calls Abandoned (CAb) | Total Calls abandoned by agent in given interval. That is Calls removed from Queue before connecting with an agent (out of Calls Offered) | |
6 | Calls Abandoned ( % ) | Calls abandoned in terms of percentage. Ab% = (Total Calls Abandoned (TCAb) / Calls Offered (CO)) * 100 | |
7 | Calls Not Answered | Total number of calls that are not answered by the agent | |
8 | Average Queue Wait time | Average queue wait time is the average time for which the customers were waiting in queue for the given interval Av. Queue wait time = Total Queue wait time /No of calls offered in given interval | |
9 | Customer Hangup (CHuP) | Total number of time customer hanged up the call in the interval. | |
10 | Agent Hangup (AHuP) | Total number of time agent hanged up the call in the interval. | |
11 | Average Handle Time (AHT) | Average Handle time is average time spent to handle the calls of agents in the given interval Av. Handle Time: Total Call Handled Time (TCHT) / Calls Answered | |
12 | Average speed of answer (ASA)Average | Av. Speed of Answer (ASA): Average of time answer is the average time took to pickup the Callcall by agent ASA = Total ringing time (TRT) / COCalls connected in given interval | |
13 | Average Call Time (ACT) | Total Call Time / No. of Calls | |
14 | Average wrapup time (AWT) | Av. wrap up time is the average time spent in filling disposition after the call ended by agents AWT = Total Wrap Up time (Disposition Time) (TWUT) / No. of calls an agent handled | |
15 | Average Agent Hold Time (AHoT) | Average of time an agent puts a customer on hold | Av. Hold time is the average time for which the customer was put on hold by agents AHoT = Total Hold Time (THoT) / Calls Answered (CA) in gien interval |
16 | Service Level Time (SLT) | Service level time configured in queue | |
17 | Service Level % | % of Calls answered within configured SLT SL % = (Calls answered within SLT / Total calls offered) * 100 | |
18 | Disposition Filled | Number of dispositions filled by agent | |
19 | Auto Disposition | Number of calls for which disposition there was auto filleddisposition |