Contents

(Graph) Profile of Average Speed of Answer Report Help

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This graph plots the average speed to answer time of calls during each specified interval of a specified date range. The speed to answer time is the time a call is alerting on a queue until an agent picks-up the call. The graph sorts the average speed to answer time by queue name.

Parameters

You specify the range of date times, activity times, site IDs, and workgroup queues as parameters. You can specify all or part of a day in the time range. You can specify if you want to see detail or summary and if want to print the graph.

Each line in the data represents one interval, or in this case thirty minutes (1800 seconds) by default.

Note
If you run this report for a 24 hour period with intervals less than the default of 30 minutes, it could result in too much information on the horizontal axis, thus making it difficult for you to read the report.

Report Log Tables	Interaction Administrator Unique Report Identifier
WrkgrpQueueStats	GRAPH_ PROFILE_AVERAGE_WAIT_NAME

Sample report

Click on the image below to view a sample of this report.

Graph Element	Report Field or Value	Field or Value Description
Queue	cName	The name of a queue in the specified range.
Intervals (horizontal axis)	dIntervalStart	The activity intervals for recording call data, shown under the bottom of the graph. The default is 30 minute intervals, but the time interval is controlled by the QueuePeriodStatisticsInterval server parameter in Interaction Administrator.
Average Speed of Answer	tAnsweredACD / nAnsweredACD	The average amount of time an interaction spent alerting before it was answered by the agent. The total amount of time the interactions were alerting the agents divided by the total number of ACD interactions answered for the specified range.

Record selection criteria:

{WrkgrpQueueStats.dIntervalStart} in {?StartDateTime} to {?EndDateTime}) and

{@DateTimeToTime} in {?StartActivityTime} to {?EndActivityTime} and

{WrkgrpQueueStats.cType}="W" and

{WrkgrpQueueStats.cReportGroup} = "*" and

{WrkgrpQueueStats.SiteId} in {?StartSiteId} to {?EndSiteID} and

{WrkGrpQueueStats.cReportGroup} <> "-" and

( IsNull({WrkGrpQueueStats.cHKey3}) or {WrkGrpQueueStats.cHKey3} = "*" or {WrkGrpQueueStats.cHKey3} = "" ) and

( IsNull({WrkGrpQueueStats.cHKey4}) or {WrkGrpQueueStats.cHKey4} = "*" or {WrkGrpQueueStats.cHKey4} = "" ) and

{WrkgrpQueueStats.cName} in {?StartQueueName} to {?EndQueueName}