You can insert the following statistics into your queue report gadgets.
|
Table column |
Chart counter |
Description |
|
Abandoned |
Calls Abandoned |
Number of calls offered to the contact center that were abandoned |
|
Abandoned (TQOS) |
Calls Abandoned within TQoS |
Number of calls offered to the contact center that were abandoned within the specified target quality of service |
|
Abandoned in % |
Calls Abandoned in % |
(Number of abandoned calls) / (Total calls handled + calls abandoned) |
|
Assigned Service Level |
Assigned Service Level in % |
Target service level assigned to the queue |
|
Average Call Duration |
Average Call Duration (only in trend charts) |
(Total talk time for all calls in a queue) / (Number of calls answered) |
|
Average Speed of Answer |
Average Speed of Answer (only in trend charts) |
Average amount time it takes an agent to answer a call |
|
Average Waiting Time |
- |
(Sum of all waiting time for all calls in a particular queue for the selected media) / (Number of all calls in a particular queue for the selected media) Note Average waiting time is computed only for calls waiting in the queue and does not include the time until an overflow occurs, if it occurs. |
|
Being Handled |
Calls Being Handled |
Number of calls being answered by agents |
|
Calls Outside TQOS Level |
Calls Outside TQOS Level in % |
(Calls Handled + Calls Abandoned - Calls Handled Within TQOS - Calls Abandoned Within TQOS) * 100 / (Calls Handled + Calls Abandoned) Note If there are no calls, the service level is 100%. |
|
Cumulative Wait Time |
- |
Total wait time of calls in queue |
|
Groups |
- |
List of groups for each queue |
|
Handled |
Calls Handled |
(Number of calls that were answered) + (Calls being answered by agents) |
|
Handled (TQOS ) |
Calls Handled Within TQOS |
Number of calls answered within the target quality of service (TQOS ) threshold |
|
Id |
- |
Internal CCSP Queue ID |
|
In-queue Timeout |
- |
The (configured) in-queue timeout value |
|
Longest Time |
- |
Longest wait time of a call currently in queue, the oldest call |
|
Name |
- |
Name of the queue |
|
Offered |
Calls Offered |
Number of calls offered to the queue |
|
Overflowed In |
Calls Overflowed In |
Number of calls re-queued from another queue to this queue |
|
Overflowed Out |
Calls Overflowed Out |
Number of calls re-queued from this queue to another queue |
|
Pick-up Timeout |
- |
Pick-up timeout value configured for the queue |
|
Rejected |
Calls Rejected |
Number of calls rejected by agents or by the system |
|
Service Level |
Service Level in % |
(((Number of calls handled within TQOS) / ((Number of calls handled) + (Number of abandoned calls) - (Number of calls abandoned within TQOS)))* 100 Note If there are no calls, the service level is 100%. |
|
Target TQOS |
- |
The target quality of service assigned to the queue, in seconds |
|
Waiting in Queue |
Calls Waiting in Queue |
Number of calls in the queue waiting to be answered |
|
Wrap-up Timeout |
- |
Wrap-up timeout value configured for the queue |
