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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.
TCO = Total calls answered (TCA) + Total Calls Abandoned (TCAb)

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)

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 (TCAb)

Total number of Calls removed from Queue before connecting with an agent
The reason can be customer hangup before agent connect, system hangup if max queue wait time is reached,Agents are on pause etc.

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.is the average time spent to handle calls by agents

AHT = Total call handled time (TCHT) /Calls Answered (CA)

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): is the Average time taken by agents to pickup the Call
ASA = Total ringing time (TRT)/Calls Connected (CO)

14

Average Call Time (ACT)

Average Call time is the average time spent on call by agents

ACT = Total call time (TCT)/Calls answered(CA)

15

Average wrapup time (AWT)

Average wraup time is the average time spent in filling disposition after call is completed by agents

AWT = Total Wrap Up time (Disposition Time) (TWUT) / No. of calls an agent handled
AWT = TWUT/CA

16

Average Agent Hold Time (AHoT)

Average Hold time is the average time for which the customer was put on hold by agents

AHoT = Total hold time/ Calls Answered

17

Total Queue wait time (QWT)

Total duration of customer wait time in Queue

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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