Queue Statistics

This category contains counts of active interactions in a queue.

Interaction received

Total number of interactions that entered the queue.

Interaction answered

Number of interactions answered, calculated as the number of ACD interactions from the specified workgroup that went to a Connected state in the agent’s queue.

Interaction completed

Number of interactions completed (that went from a state of ACD -Assigned to ACD – Disconnected).

Interaction abandoned

Number of interactions that were externally disconnected by the remote party before they could be client connected (picked up by an agent). Tip: the CIC data dictionary provides supplemental information about abandoned calls.

Interactions held

Number of interactions held.

Total wait time

The total time that different ACD interactions waited in the Workgroup Queue before they were ACD assigned.

Total hold time

Total amount of hold time that on different ACD interactions.

Total talk time

Total amount of time that All Agents spent on different ACD interactions.

Average wait time

The total time that different ACD interactions waited in the Workgroup Queue before they were ACD assigned, divided by number of ACD interactions for the period reported.

Average hold time

Total amount of hold time that on different ACD interactions, divided by number of ACD interactions handled by All Agents.

Average talk time

Total amount of time that All Agents spent on different ACD interactions, divided by number of ACD interactions handled by All Agents.

Interactions flowed-out

Number of interactions flowed-out.

Service level Target

The number of calls answered that within the service level target configuration (inclusive) for the given workgroup queue, interaction type and interval (current period, shift, etc). The number of answered calls for each bucket is divided by the number of calls answered for the workgroup queue to represent this value in percentage.

Service Level Missed target

The number of calls answered that did not make the service level target. The number of those calls is divided by the number of calls answered for the workgroup queue to represent this value in percentage.

Abandon Rate Target

This statistic represents abandoned calls that happened within the service level target configuration. In addition, the number of those calls is divided by the number of calls that entered into the workgroup queue to represent this value in percentage.

Abandon Rate Missed Target

The number of calls that are abandoned outside of the service level target. It divides that number with the number of calls that entered into the workgroup queue to get this value in percentage.

Average agent positive score

Sum up agent positive score divided by the total number of calls in the current/previous period or shift.

Average agent negative score

Sum up agent negative score divided by the total number of calls in the current/previous period or shift.

Average customer positive score

Sum up customer positive score divided by the total number of calls in the current/previous period or shift.

Average customer negative score

Sum up customer negative score divided by the total number of calls in the current/previous period or shift.

Total Agent Positive Score

This statistic represents the total positive cumulative score for agent interactions in this workgroup. This cumulative score does not include negative scores that occurred during the interactions.

Total Agent Negative Score

This statistic represents the total negative cumulative score for agent interactions in this workgroup. This cumulative score does not include positive scores that occurred during the interactions.

Total Customer Positive Score

This statistic represents the total positive cumulative score for customer interactions in this workgroup. This cumulative score does not include negative scores that occurred during the interactions.

Total Customer Negative Score

This statistic represents the total negative cumulative score for customer interactions handled by this workgroup. This cumulative score does not include positive scores that occurred during the interactions.