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Queue Summary and Detail

The Queue Summary and Detail report displays summarized statistical data along with detailed statistics on Workgroup Queues. The statistics are reported, grouped, and summarized by any combination of Queue, MediaType, Interval, Skill or DNIS. Data for calls Answered or Abandons is summarized and displayed when a single service level configuration is present in the data selected, but is otherwise suppressed. The report also displays a chart for Interactions Distributions and Service Level.

Parameters

The following parameters can be specified for the Queue Summary and Detail report.

Required Parameters

  • Date/Time range

  • Media type

Group by and Summary Parameters

  • Group Order (Choose one or more from Interval (default), Queue, MediaType, Skill or DNIS)

  • Interval Config (Choose from Half Hour, Hour, Day of Week, Daily, Weekly, Monthly, Quarterly or Yearly)

  • Target Answered Service Level Percentage (informational)

  • Target Service Level Calculation (informational)

Additional parameters

  • Workgroup

  • DNIS

  • Skill

  • Site ID

Parameter Descriptions

 

Parameter

Parameter Type

Required/Optional

Description

Date Time Range

Filter

Required

The date and time range bounds

Media Type

Filter

Required

This parameter is the interaction media type to filter by.

In the Media Type field, select a Media Type from the drop-down list. Available types are: <All>, Call, Callback, Chat, Email, Fax, Generic Object, Instant Question, SMS, Unknown, Work item, Social Conversation, or Social Direct Message.

Available operators for the Media Type parameter include: Equals and Not Equal to.

Group Order

Format/Informational

Required

Allows grouping of the report data. Choose one or more from Interval, Queue, Media Type, Skill or DNIS/Report Group

Interval Config

Format/Informational

Required

The interval for which the report is grouped by. Choose from Half Hour, Hour, Day of Week, Daily, Weekly, Monthly, Quarterly or Yearly

Target Answered Service Level Percentage

Format/Informational

Required

Determines the placement of the horizontal line on the graph indicating whether the activity falls above or below target

Target Service Level Calculation

Format/Informational

Required

Specifies what service level target answered is divided by

Workgroup

Filter

Optional

This parameter is the Workgroup queue to filter by.

Available operators for the Workgroup parameter include: Contains, Does not contain, Ends with, Equals, Is not null, Is null, Not Equal to, and Starts with.

DNIS(cReportGroup)

Filter

Optional

The DNIS/Report Group to filter by

Skill

Filter

Optional

The Skill to filter by

Site ID

Filter

Optional

The Site ID to filter by

 

 

Sample report

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

 

Report Element Descriptions

Please reference the CIC Data Dictionary Technical Reference under Workgroup Queue Statistics Interval View for further technical details and column definitions.

 

Report Element

Database Column or Computation

Details

Queue

cName

The workgroup queue

Report Group

cReportGroup

The DNIS/report group

Media Type

cHKey3

The media type

Skill

cHKey4

The skill

Interval

Local of dIntervalStartUTC

The interval

OFF

sum(nEnteredAcd)

The number of ACD interactions that were offered (entered)

ANS #

sum(nAnsweredAcd)

The number of ACD interactions that were answered

ANS %

sum(nAnsweredAcd) / sum(nEnteredAcd) * 100

The percent of ACD interactions that were answered

ABD #

sum(nAbandonedAcd) The number of ACD interactions that were abandoned

ABD %

sum(nAbandonedAcd) / sum(nEnteredAcd) * 100

The percent of ACD interactions that were abandoned

ASA

sum(tAnsweredAcd) / sum(nAnsweredAcd)

The average speed of answer for ACD interactions

ANS SVC LVL %

sum(nAnsweredAcdSvcLvl) / sum(nAnsweredAcd) * 100

The percent of interactions which were answered within the service level target

AVG TALK

(sum(tTalkAcd) - sum(tHoldAcd)) / sum(nAnsweredAcd)

The average talk time of ACD interactions

AVG HOLD

sum(tHoldAcd) / sum(nAnsweredAcd)

The average hold time for ACD interactions

AVG ACW

sum(tAcw) / sum(nAnsweredAcd)

The average after call work time (ACW) for ACD interactions

AVG HAND

(sum(tTalkAcd) + sum(tAcw)) / sum(nAnsweredAcd)

The average handle time for ACD interactions

ANS # (service levels) *

sum(nAnsweredAcdSvcLvl#)

The number of ACD interactions that were answered in service level # (based on the service level configuration)

ABD # (service levels) *

sum(nAbandonAcdSvcLvl#)

The number of ACD interactions that were abandoned in service level # (based on the service level configuration)

*When there is one consistent service level configuration, this report will display Answered and Abandoned totals for up to 6 service levels. The values for each level are dynamically displayed in the column headers. If, for example, the report is run for two workgroups with identical service level configurations of 5, 10, 20, 30, 40 and 50 seconds respectively, the service level section would display as described above. However, if the report were to be run for two workgroups with differing service level configurations, the service level section would be suppressed. 
Note: Service Levels are configurable by system administrators.

 

 

Flexible columns

There are two flexible fields available in this report which may be configured via the Flexible Fields parameter in the Queue Summary and Detail report configuration in Interaction Administrator. This parameter accepts two comma-delimited strings corresponding to the desired flex elements. By default, these columns are FLOW OUT # and HOLD #, defined as "FLOWOUT#,HOLD#" for the Flexible Field parameter's Default Value. Available flex elements and their flex config strings are defined below.

 

Flex  Element

Flex Config String

Database Column or Computation

Details

FLOW OUT #  (Displayed by default)

FLOWOUT#

sum(nFlowoutAcd)

The number of ACD interactions that flowed out

FLOW OUT DUR

FLOWOUTDUR

sum(tFlowoutAcd)

The ACD wait time associated with interactions that flowed out

FLOW OUT %

FLOWOUT%

sum(nFlowoutAcd) / sum(nEnteredAcd) * 100

The percent of ACD interactions that flowed out

HOLD # (Displayed by default)

HOLD#

sum(nHoldAcd)

The number of ACD interactions that were held (not the number of holds that occur)

HOLD DUR

HOLDDUR

sum(tHoldAcd)

The held time associated ACD interactions

HOLD %  

HOLD%

sum(nHoldAcd) / sum(nAnsweredAcd) * 100

The percent of ACD interactions that were held

TALK DUR TALKDUR sum(tTalkAcd)

The talk time associated with ACD interactions

ACW DUR

ACWDUR

sum(tAcw)

The after call work (ACW) time

ANS DUR

ANSDUR

sum(tAnsweredAcd)

The ACD wait time associated with ACD interactions that were answered

ANS MAX

ANSMAX

max(mtAnsweredAcd)

The maximum ACD wait time associated with an ACD interaction that was answered

ABD DUR

ABDDUR

sum(tAbandonedAcd)

The ACD wait time associated with ACD interactions that abandon

ABD MAX  

ABDMAX

max(CustomValue4)

The maximum ACD wait time associated with an ACD interaction that abandoned

ABD AVG

ABDAVG sum(tAbandonedAcd) / sum(nEnteredAcd)

The average ACD wait time associated with ACD interactions that abandon

XFER #  

XFER#

sum(nTransferedAcd)  

The number of ACD interactions transferred (calls only, destination must be a user/workgroup queue)

XFER %

XFER%

sum(nTransferedAcd) / sum(nAnsweredAcd) * 100

The percent of ACD interactions transferred (calls only, destination must be a user/workgroup queue)

OUT #  

OUT#

sum(nInternToExternCalls)

The number of workgroup-associated outbound interactions to external destinations

OUT DUR

OUTDUR

sum(tInternToExternCalls)

The time associated with workgroup-associated outbound interactions to external destinations

OUT AVG  

OUTAVG

sum(tInternToExternCalls) / sum(nInternToExternCalls)

The average time associated with workgroup-associated outbound interactions to external destinations

AVE HANDLE

AVE HANDLE

(sum(tTalkCompleteAcd) + sum(tAcw)) / sum(nDisconnectAcd)

This allows you to calculate the Average handle time and Average talk time at the end interval using new formula.

 

Stored Procedure

  • SPRPT_CRQUEUESUMMARY

Tables/Views

  • IWrkGrpQueueStats