- Contents
Interaction Reporter Help
Queue Detail Report
The Queue Detail Report displays detailed statistics on Workgroup Queues. The statistics are reported to the interval level of detail. These statistics are grouped and summarized by site, queue, media type, skill (optional), and day. Data for Answered and Abandons is summarized per service levels on each media type.
The detailed statistics include:
-
Number of interactions offered
-
Number of interactions answered
-
Percentage of interactions answered
-
Number of interactions abandoned
-
Percentage of interactions abandoned
-
Average Speed of Answer (ASA)
-
Percentage answered in Service Levels
-
Average talk time
-
Average hold time
-
Average ACW time
-
Average handle time
-
Number of Flow Outs to another queue
-
Number of interactions placed on hold
-
Data for up to 5 configured Service Levels for Answered and Abandons
Parameters
The following parameters can be specified for the Queue Detail report:
-
Date Time Range
-
Media Type
-
Site ID
-
Skill
-
Workgroup
-
Group Order (Choose one or more from Skill, Queue, Media Type, or Date)
-
Target Service Level Calculation
Sample report
Click on the image below to view a sample of this report.
Report Element Descriptions
|
Report Element |
Database Column or Computation |
|
Queue |
cName |
|
Media Type |
chkey3 |
|
Skill |
chkey4 |
|
Date |
Local Date part of dIntervalStartUTC |
|
Number Offered |
nEnteredAcd |
|
Number Answered |
nAnsweredACD |
|
Percentage Answered |
(nAnsweredACD / nEnteredACD)*100 |
|
Number Abandoned |
nAbandonedACD |
|
Percentage Abandoned |
(nAbandonedACD/nEnteredACD)*100 |
|
Average Speed of Answer |
tAnsweredACD/nAnsweredAcd |
|
Percentage Answer Service Level |
nAnsweredACDSvcLvl/nAnsweredACD |
|
Average Talk Time |
Avg(tTalkACD-tHoldACD)
|
|
Average Hold |
Avg(tHoldACD) |
|
Average ACW |
Avg (tACW) |
|
Average Handle |
Avg(tTalkACD + tACW) |
|
Number Flow outs |
nFlowOutAcd |
|
Number Holds |
nHoldAcd |
|
Answered in Service levels* |
nAnsweredAcdSvcLvl |
|
Abandoned in Service levels* |
nAbandonAcdSvcLvl |
*The report displays up to 5 Answered and Abandoned configured service levels
Stored Procedure
-
sprpt_QueueSummary2
-
sprpt_QueueSummary_count2
Tables
-
DQServiceLevel_viw