- Contents
Interaction Reporter Help
Queue Service Level Report
The Queue Service Level Report displays the summary and details of the configured service levels, up to 12, in an absolute or cumulative view, with a percentage option. The Summary View includes Answered and Abandoned interactions across all intervals. The Detail View includes Answered and Abandoned interactions per interval, with chart data for each interval.
The summarized statistics include:
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Workgroup
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Media Type
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Service Levels
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Answered Service Level
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Answered Total
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Abandoned Service Levels
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Abandoned Total
Parameters
The following parameters can be specified for the Queue Service Level report:
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Date Time Range
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Workgroup
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Media Type
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Site ID
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Interval Configuration
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Service Level Format
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Show Detail
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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 |
|
Workgroup |
cName |
|
Media Type |
cHKey3 |
|
Service Level 1-12 |
defined by XML in cServiceLevels |
|
Answered SL 1-12 |
nAnsweredAcdSvcLvl(1-12) |
|
Answered Total |
nAnsweredAcd |
|
Abandoned SL 1-12 |
nAbandonAcdSvcLvl(1-12) |
|
Abandoned Total |
nAbandonedAcd |
The report displays up to 12 Answered and Abandoned configured service levels
Stored Procedure
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sprpt_QueueServiceLevel2
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sprpt_QueueServiceLevel_count2
Tables
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IWrkGrpQueueStats
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DQServiceLevel_viw