Contents

Distribution Queue Performance (Queue by Date Grouping) Report

This report allows you to see a summary view of queue activity grouped by date. It includes such information as interactions answered, total talk time, average talk times, and average speed of answer. It also shows information on ACW time and Abandons.

The report has Flexible Fields that are configurable in Interaction Administrator. By default, IC displays Average Wait to Answer, Percentage of Calls Answered in First Service Level and the Load Ratio in these flexible fields, but you can easily change these fields in Interaction Administrator, to show other values.

The report can be sorted by queue and date by year, or month, or week, or day of week, based on a configurable parameter Group3.

Parameters

You specify the range of queues, dates and time, shift times, site IDs, and a report sort/group to define the type of interval: year, month , day of the week, or week number.

Report Log Tables

IWrkgrpQueueStats

Sample report

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

Report Element	Report Field or Value	Field or Value Description
Site ID	SiteID	The name of the Site ID as specified in the range.
Queue	cName	The queue name as specified in the queue range.
Media Type	cHKey3	The name of the various media types, Call, Chat, Email Object, Generic Object.
Date/Time	dIntervalStart	The date and time for each date included in the date range selected for this report. The date can be displayed as interval, hour, day, week or month.
Ints Ans	NAnsweredACD	The number of ACD interactions that were answered.
Avg Talk	tTalkACD / nAnsweredACD	The average amount of time spent on the incoming ACD interactions.
Total Talk	tTalkACD	The total amount of time spent on incoming ACD interactions. Note tTalkACD is the time an interaction is active with an agent, including any Hold time with the agent during the interaction.
Avg ACW	TACW / nAnsweredACD	The average amount of time the agents in the queue spent on After Call Work.
Total ACW	TACW	The total amount of time the agents in the queue spent on After Call Work
Ints Aban	NAbandonedACD	The number of interactions abandoned while waiting for an agent.
Avg Aband Time	TAbandonedACD / nAbandonedACD	The average amount of time the interaction spent in the queue before it was abandoned.
Perc Aband	(NAbandonedACD / nEnteredACD) * 100	The percentage of interactions that were abandoned in the queue.
Max Wait Ans	MtAnswered	The maximum number of seconds a interaction was in the queue before it was answered.
Flexible Field 1: Avg Wait Ans	TAnsweredACD/nAnsweredACD	Default Flexible Field: The average amount of time all interactions spent in the workgroup queue before being answered by an agent.
Flexible Field 1: Svc Lvl 1 %	(NAnsweredACDSvcLvl1 / nAnsweredACD) * 100	Flexible Field: The percentage of calls that were answered within the first service level. The first service level interval is determined in Interactive Administrator and the default first service level is 10 seconds.
Flexible Field 1: Load Ratio	tTalkACD / tAgentOnACDCall	Flexible Field: The ratio of total ACD talk time to the amount of time actually worked during the selected interval. This ratio is most meaningful when agents are allowed to take multiple interactions at the same time.
Flexible Field 1: Load – Hold	(tTalkACD – tHoldACD) / (tAgentOnACDCall+tAgentInACW)	Flexible Field: The ratio of total ACD talk time minus the time the interactions were on hold to the amount of time actually worked during the selected interval. This ratio is most meaningful when agents are allowed to take multiple interactions at the same time.
Flexible Field 1: Disconnect	NLocalDisconnectACD	Flexible Field: The number of ACD calls that were disconnected locally.
Flexible Field 1: Disconnect	NLocalDisconnectACD
Flexible Field 2: Avg Wait Ans	TAnsweredACD / nAnsweredACD	Flexible Field: The average amount of time all interactions spent in the workgroup queue before being answered by an agent.
Flexible Field 2: Avg Wait Ans	TAnsweredACD / nAnsweredACD
Flexible Field 2: Svc Lvl 1 %	(NAnsweredACDSvcLvl1 / nAns weredACD)* 100	Default Flexible Field: The percentage of calls that were answered within the first service level. The first service level interval is determined in Interactive Administrator and the default first service level is 10 seconds.
Flexible Field 2: Load Ratio	tTalkACD / (tAgentOnACDCall+tAgentInACW)	Flexible Field: The ratio of total ACD talk time to the amount of time actually worked during the selected interval. This ratio is most meaningful when agents are allowed to take multiple interactions at the same time.
Flexible Field 2: Load – Hold	(tTalkACD – tHoldACD) / (tAgentOnACDCall+tAgentInACW)	Flexible Field: The ratio of total ACD talk time minus the time the interactions were on hold to the amount of time actually worked during the selected interval. This ratio is most meaningful when agents are allowed to take multiple interactions at the same time.
Flexible Field 2: Disconnect	NLocalDisconnectACD	Flexible Field: The number of ACD calls that were disconnected locally.
Flexible Field 3: Avg Wait Ans	TAnsweredACD / nAnsweredACD	Flexible Field: The average amount of time all interactions spent in the workgroup queue before being answered by an agent.
Flexible Field 3: Svc Lvl 1 %	(NAnsweredACDSvcLvl1 / nAnsweredACD) * 100	Flexible Field: The percentage of calls that were answered within the first service level. The first service level interval is determined in Interactive Administrator and the default first service level is 10 seconds.
Flexible Field 3: Load Ratio	tTalkACD / (tAgentOnACDCall+tAgentInACW)	Default Flexible Field: The ratio of total ACD talk time to the amount of time actually worked during the selected interval. This ratio is most meaningful when agents are allowed to take multiple interactions at the same time.
Flexible Field 3: Load – Hold	(tTalkACD – tHoldACD) / (tAgentOnACDCall+tAgentInACW)	Flexible Field: The ratio of total ACD talk time minus the time the interactions were on hold to the amount of time actually worked during the selected interval. This ratio is most meaningful when agents are allowed to take multiple interactions at the same time.
Flexible Field 3: Disconnect	NLocalDisconnectACD	Flexible Field: The number of ACD calls that were disconnected locally.

Record Selection Criteria:

{QueueStats.dIntervalStart} in {?DateTime}

and

{QueueStats.cType} = {QueueStats.cType}

and

{QueueStats.cName} in {?Workgroup}

and

{QueueStats.SiteId} in {?SiteId}

AND

{@StatusTime} IN {?ShiftTime}

AND {QueueStats.cHKey4}="*"

and

if {?Reportnumber}<=3 then

{QueueStats.cReportgroup}="*"

Else

{QueueStats.cHKey3}<>"*"

Formulas:

Ints Ans = The sum of ACD interactions answered for the queue and date range.

Avg Talk = The total incoming ACD talk time divided by the number of ACD interactions answered for the specified queue and date range.

Total Talk = The sum of talk time for interactions answered for the queue and date range.

Avg ACW = The total amount of time the agents in the queue spent on after call work divided by the total number of ACD interactions answered for the specified statistics group and date range.

Total ACW = The total amount of time the agents in the queue spent on after call work.

IntsAban = The sum of ACD interactions abandoned in the queue before connecting to an agent for the specified queue and date range.

Avg Aban = The total amount of time the abandoned interactions spent in an alerting status divided by the total number of ACD interactions that were abandoned for the specified statistics group and date range.

% Aband = The total number of ACD interactions that were abandoned divided by the total number of interactions that entered the ACD queue for the specified queue and date range. This number is multiplied by 100 to give the percentage.

Max Wait Ans = The maximum amount of time a interaction waited in the queue before being answered.

Avg Wait Ans = The total amount of time the interactions were in queue before reaching a client connected state divided by the total number of ACD interactions answered for the specified queue and date range.

% Srv Level = The total number of ACD interactions that were answered within the first service level divided by the total number of ACD interactions that were answered. This number is then multiplied by 100 to give the percentage.

Load Ratio = The total amount of time an agent is in the queue spent on ACD related interactions divided by the amount of time the agent was on an ACD interaction. In a multiple interaction environment, an agent’s total talk time can exceed the time of the interval. This ratio is the amount of total talk time during an interval divided by the actual amount of time in the interval the agent spent on ACD related activities.

Load – Hold = The total amount of time an agent spent on ACD related interactions minus the amount of the ACD interactions were on hold divided by the amount of time the agent was in the an agent on an ACD interaction plus the amount of time the agent was in an ACW state. In a multiple interaction environment, an agent’s total talk time can exceed the time of the interval. This ratio is the amount of total talk time during an interval divided by the actual amount of time in the interval the agent spent on ACD related activities.

Disconnect = The sum of the ACD interactions that were disconnected locally.

All times are expressed as hh:mm:ss. This formula is used throughout the report to convert seconds to hh:mm:ss. This formula is external to the report file.