Contents

Queue Summary Report

The Queue Summary Report displays summarized statistical data on Workgroup Queues. These statistics are grouped and summarized by site, media type, and interval. The report also displays a chart for Interactions Distributions and Service Level.

The summarized 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 6 configured Service Levels for Answered and Abandons

Parameters

The following parameters can be specified for the Queue Summary report:

Date Time Range
Media Type
Site ID
Workgroup
Interval Configuration
Target Answered Service Level Percentage
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 6 Answered and Abandoned configured service levels

Stored Procedure

sprpt_QueueSummary
sprpt_QueueSummary_count

Tables

DQServiceLevel_viw