This report will give Summary of each Queue in intervals. The report will contain the following fields :
Sr No. | Column Name | Description |
|---|---|---|
1 | Queue Name | Name of the queue given by user. |
2 | Time Interval | Time interval of 15 mins, starts from 00:00 |
3 | Calls Offered in interval (CO) | Total Calls offered in given interval. CO = CA + 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 | Total Queue wait time/No of calls offered |
9 | Customer Hangup (CHuP) | Total number of time customer hanged up the call. |
10 | Agent Hangup (AHuP) | Total number of time agent hanged up the call |
11 | Average Handle Time (AHT) | Average Handle Time: Total Call Handled Time / Calls Answered |
12 | Average speed of answer (ASA) | Average Speed of Answer (ASA): Average of time to pickup the Call |
13 | Average Call Time (ACT) | Total Call Time / No. of Calls |
14 | Average wrapup time (AWT) | Wrap Up time (Disposition Time) / No. of calls an agent handled |
15 | Average Agent Hold Time (AHoT) | Average of time an agent puts a customer on hold |
16 | Service Level Time (SLT) | Service level time configured in queue |
17 | Service Level % | % of Calls answered within configured SLT |
18 | Disposition Filled | Number of dispositions filled by agent |
19 | Auto Disposition | Number of calls for which disposition was auto filled |
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