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Queue Activity Reports Overview

The Queue Activity reports display a summary of the call activity for the ACD queues over a specified time period. They also display the average and maximum time information for these calls.

Important
The Queue Activity and Queue Statistics reports display the Voice Site Dialing Number as the Direct Inbound Dialing (DID) number, instead of the Route Point.

Queue Activity — Time Reports

The Queue Activity — Time report, as shown in the clickable example below, provides the information about how the calls are handled and the call-level metrics for all the calls coming into the contact center.

Queue Activity - Time Report
Important
Inbound and outbound calls do not show up in the Queue Activity - Time report.

You can also search for calls based on the Caller ID.

There are also other Queue Activity — Time reports, listed below, for different time periods:

  • Queue Activity — Hour
  • Queue Activity — 15 Mins
  • Queue Activity — 30 Mins

Enhanced Queue Activity Reports

The Enhanced Queue Report report, as shown in the clickable example below, provides an advanced report for monitoring queue activity. You can also search for calls based on the Caller ID. The Agent Phone Number field displays the agents' phone numbers.

Enhanced Activity Report

Search Call by Caller ID Dashboard

You can search for calls based on the Caller ID using the Search Call by Caller ID dashboard. You can view the different metrics (such as User GUID, required skill, or disposition code) for that specific Caller ID.

Search Call by Caller ID (Caller Id Search) Dashboard

Using the Dashboard

To use the Search Call by Caller ID dashboard:

  1. Enter the Caller ID into the Search field.
  2. Select the time frame for the search by clicking Select a New Time Frame.
  3. Choose the parameters for the search: (All), Talk Time, Wait Time, Wrap-Up Time, Hold Time, Consult Count, or Consult Time.

The dashboard automatically refreshes after you make your selections.

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This page was last modified on November 16, 2015, at 06:13.