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Queue Report Statistics

Queue reports assist contact center managers in:

  • Tracking calls to benchmark key performance indicators of quality and service.
  • Assessing the day-to-day operations of their contact center resources for the routing and handling of interactions.
  • Increasing utilization and efficiency with better tuning resources.
  • Determining call volumes and productivity metrics to reprioritize calls.
  • Identifying corrective actions to help reduce costs and increase service.
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.

The Queue reports are divided into two different types: Queue Activity reports and Queue Statistics reports. Many of the common attributes and metrics for these reports are defined below.

Queue Report Attributes

Attributes are the time, interval, or other criteria, such as skill, for which you want to aggregate data.

[+] View Queue Report Attributes

Queue Report Metrics

Abandoned Rate (ABA%)

Percentage of calls abandoned by the caller while calls are waiting in queue or ringing, but not while on hold. This metric does not include any answered calls.

ABA % = (Customer Abandoned Calls / Calls Offered ) * 100

Customer Abandoned Calls / Abandoned Calls while Ringing

The count of unique calls that the caller abandoned while waiting in the Queue (Customer Abandoned) or while the agent’s phone was ringing (Abandoned Calls while ringing). They both are abandoned by the customer. If total abandoned calls by customers (while waiting in Queue or ringing) needs to be calculated, we need to add these metrics.

Total Number Abandoned

The total number of inbound calls abandoned within the period shown (60 minutes or 24 hours).

The dashboard Queue widget expands to provide a trending graph showing total calls answered over either 60 minutes or 24 hours.

This is not used for Skills.

Abandoned Time

The time taken by the caller to abandon a call while the call is waiting in the queue or ringing.

Abandoned Time = (Wait Time + Ring Time) for only those calls which were abandoned by the caller.

Answered Calls

Unique count of calls answered by at least one agent.

Important
  • If same call is answered by more than one agent, it is still counted as 1.
  • If same call is first missed and then answered by another agent, it is still counted as an answered call.

For example, let's assume these 4 different call scenarios:

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Answered Calls in the above scenario is "3"

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Total Number Answered

The total number of Inbound calls answered within the period shown (60 minutes or 24 hours). The dashboard Queue widget expands to provide a trending graph showing total calls answered over either 60 minutes or 24 hours. This is not used for Skills.

Avg Abandoned Time

Average time taken by callers to abandon a call.

Average Abandoned Time = Abandoned Time / (Customer Abandoned Calls + Abandoned Calls while Ringing)

Abandoned Time = (Wait Time + Ring Time) for calls abandoned by callers

Avg Consult Time

Average time duration for which an agent talked to another agent while the caller was on hold. This time does not include the time in conference or talk time when a call is transferred to another agent.

Average Consult Time = Consult Time / Consult Calls

Consult Time = Time for which an agent talked to another agent while the caller was on hold.

Consult Calls = Unique number of calls where any agent initiated a consult anytime during the call.

Avg Diverted Time

Average time taken for calls to be diverted out by the ACD.

Diverted Time / Diverted Calls

Avg Handle Time for Inbound Calls

The average time spent by agents to handle inbound calls during a specific time period. This metric includes the sum of time spent by all agents during talking, hold, consultation, conference, and wrap-up.

Average Handle Time for Inbound Calls = Handle Time for Inbound Calls / Calls Answered for Inbound

where Handle Time for Inbound Calls = Talk Time for Inbound Calls + Hold Time for Inbound Calls + Wrap-up Time for Inbound Calls

Important
  • Talk Time above is the time spent by callers talking to agents directly or in conference.
  • Hold Time is the time spent by callers on hold, either through manual hold by agents or automatic hold during consultation between two agents.
  • Handle Time does not include Wait Time.
  • Wrap-up Time includes time spent during wrap up by all agents who handled a specific call.

Avg Handle Time for Outbound Calls

The average time spent by agents to handle outbound calls during a specific time period. This metric includes the sum of time spent by all agents during talking, hold, consultation, conference, and wrap-up.

Average Handle Time for Outbound = Handle Time for Outbound / Calls Answered for Outbound

Where, Handle Time for Outbound = Talk Time for Outbound + Hold Time for Outbound + Wrap-up Time for Outbound

Important
  • Talk Time above is the time spent by callers talking to agents directly or in conference.
  • Hold Time is the time spent by callers on hold, either through manual hold by agents or automatic hold during consultation between two agents.
  • Handle Time does not include Wait Time.
  • Wrap-up Time includes time spent during wrap up by all agents who handled a specific call.

Avg Hold Time

The average time for which agents manually put callers on hold during a specific time period.

Avg Hold Time = Hold Time / Calls Answered

Important
  • Does not include the automatic hold caller is put on when agent consults with another agent.
  • Does not include the time caller waits in queue.

Avg Speed Answer

Average amount of time that it takes for a call to be answered by an agent during a specific time period.

Avg Speed of Answer = Speed of Answer / Answered Calls

Avg Talk Time

Average amount of time spent by a caller speaking to an agent.

Avg Talk Time = Talk Time / Calls Answered

Where, Talk Time is the amount of time spent by a caller speaking to an agent

Important
  • Does not include Wait Time in queue and Ring Time
  • Does not include manual hold (agent pressing hold button to put caller on hold)
  • Does not include automatic hold (when agent is consulting with another agent)
  • Time is only counted once if multiple agents speak to the caller in a conference

Avg Time to Dequeue

Average amount of time spend by a dequeued call waiting before its picked up another agent from a different skill.

Wait Time for Dequeued Calls / Dequeued Calls

Avg Wait Time

Average amount of time a call waits in the Queue.

Wait Time / Calls Offered

Wait time is the time spent by a caller waiting in queue for one or more agents.

Avg Wrap-Up Time

Average amount of time taken by all agents to wrap up a call. This metric adds up the time spent by all agents involved on that call; so, if two agents speak to the caller in a conference call or separately, this metric includes the wrap-up times of both agents.

Wrap-up Time / Calls Answered

Calls Offered

Count of all calls that arrived at the contact center for a given skill. If a call was transferred from Skill A to Skill B, then Calls Offered is 1 for Skill A and 1 for Skill B. If a call arrived for Skill A and Agent A transferred the call to Agent B, Calls Offered for Skill A is still counted as 1.

For example, let's assume these 4 different call scenarios:

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Calls Offered in the above scenario is "4" (Call 1, Call 2, Call 3, and Call 4).

Calls Answered within Service Level

Number of calls that are answered within the target Speed of Answer.

For example, let's assume these 4 different call scenarios with Target Service Level of 15 seconds:

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Calls Answered within Service Level in the above scenario is "1" (which is Call 2).

Calls Answered-Inbound

The inbound calls answered by agents for the day. If a call is answered by the agent anytime during the call cycle, then it is considered an answered call—for example, if the first agent misses the call and the second agent picks up the call, it is considered an answered/completed call.

A call falls under the Answered Call category if, at any time during the call, it is picked up by an agent.

Calls Answered-Outbound

The outbound calls placed by agents that are answered by the agent. If the end called party doesn't pick the phone, those calls are still counted as answered call since that call was first answered by the agent.

Consult Time

Time duration for which an agent talked to another agent while the caller was put on hold. This time does not include the time in conference or talk time when a call is transferred to another agent.

Current Number Waiting

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The current number of calls waiting in the respective queue.

Current Avg Wait Time

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The average wait time for all calls that are currently waiting in the queue. This is also used within the Skill Widget.


Current Max Wait Time

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The maximum wait time for the call that has been waiting the longest and is still in the queue.

Dequeued Calls

Total number of inbound calls which were transferred from the given skill to another skill.

For example, let's assume these 4 different call scenarios:

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Dequeued Calls in the above scenario is "4" (Call 2, Call 3, and Call 4 counted twice).

Diverted Calls

Total number of calls that are diverted out by the ACD. Calls are diverted out of ACD in the following scenarios:

  • Caller waited in queue for the maximum Wait Time defined in the ACD.
  • No agents were checked in when the call was sent to the ACD.
  • Caller pressed an exit command like ‘0’ while waiting in queue.

Diverted Time

The time it takes for calls to be diverted out by the ACD. Calls are diverted out of ACD in the following scenarios:

  • Caller waited in queue for the maximum Wait Time defined in the ACD.
  • No agents were checked in when the call was sent to the ACD.
  • Caller pressed an exit command like ‘0’ while waiting in queue.

Diverted time is the sum of wait times for calls that end up getting diverted out of the ACD.

Handle Time

Time spent by agents to handle a call. This time does not include Wait Time. It does include the sum of times spent by multiple agents during talking, hold, consultation, conference, and wrap-up.

CXA 155 QHandleTime.pngThe amount of time spent by all agents to handle a call.
  • Wait time is not included.
  • If multiple agents handle a call, the time spent by each agent is added to the handle time.

Assuming each cell height being 5 seconds, Handle Time in the above scenario is "35 Seconds".

Handle Time for Inbound Calls

The time spent by the resources to handle an inbound call. This time does not include the Wait Time, but does include the sum of times spent by multiple agents during a consultation, conference, and after-call-work (ACW).

Handle Time for Outbound Calls

The time spent by the resources to handle an outbound call. This time does not include the Wait Time, but does include the sum of times spent by multiple agents during a consultation, conference, and after-call-work (ACW).

Hold Time

CXA 155 QHoldTime.png Time for which agent puts the caller on hold.
  • This includes both automatic and manual hold time.
  • This doesn't include wait time in the queue or automatic hold when an agent tries to consult another agent.

Assuming each cell height is 5 seconds, Hold Time in the above scenario is "10 Seconds".

Inbound Calls Offered

Count of all the inbound calls that came to the call center for a given skill. If a call is transferred from Skill A to Skill B then the value of Inbound Calls Offered is 1 for Skill A and 1 for Skill B. If a call comes for Skill A and Agent A transfers the call to Agent B, Inbound Calls Offered is still counted as 1.

Important
If an agent makes an outbound call or an internal call to another agent, then that call is not counted.

Longest Wait

Longest time for which a call waited in the queue in a given time period.

Important
Does not include Ring Time.

For example, let's assume these 4 different call scenarios within a given time period:

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Longest Wait in the above scenario is "25 Seconds" (Call 3).

Missed Calls

Count of unique calls which were not answered by at least one agent.

  • If agent rejects the call, it is counted as a missed call.
  • If same call is missed twice, it is still counted as one missed call.
  • If caller hangs up while agent's phone is ringing, it is not counted as a missed call.
  • Redirected on No Answer is same as a missed call.
  • If a call is missed by the first agent and then answered by a second agent, it is marked as both an Answered Call as well as a Missed Call.

For example, let's assume these 4 different call scenarios within a given time period:

200px 200px 200px 200px

Missed Calls in the above scenario is "2" (Call 1 and Call 2 include missed call events).

Revoked Calls

The unique number of calls where the initial consult invitation by an agent was revoked when the resource did not accept the invitation before the handling timeout.

Service Level (SL%)

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The service level is customer-defined within the Contact Center Settings section of the VCC Dashboard.

Speed of Answer

CXA 155 QSpeedOfAnswer.png

Time at which call enters queue till the time call is answered by an agent.

Speed of Answer = Sum of all (Wait Time + Ring Time) till call is answered by the agent

If the call is missed by the first agent but answered by the second agent, then the Ring Time for the second agent is also included.

Assuming each cell height is 5 seconds, Speed of Answer in the above scenario is "20 Seconds".

Talk Time

CXA 155 QTalkTime.png

Caller talk time is the amount of time the caller spends speaking to agents.

Not included:

  • Ring time
  • Wait time in the queue
  • Manual hold—Agent manually places a caller on hold by pressing the hold button
  • Automatic hold—If a caller is put on automatic hold (for example, when an agent tries to consult with another agent).

If multiple agents speak to a caller in a single conference, the time is counted only once.

Assuming each cell height is 5 seconds, Talk Time in the above scenario is "10 Seconds".

Transferred Calls

Unique number of calls which were transferred from one agent to another agent, skill, or external number.

  • If a call is transferred multiple times, it is still counted as one Transferred Call.
  • If a call includes consult and conference, it is still counted as one Transferred Call.

For example, let's assume these 4 different call scenarios:

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Transferred Calls in the above scenario is "3" (Call 2, Call 3, Call 4).

Wait Time

The time duration for which a caller waits in the queue. All the wait times are added, if a call is transferred from one queue to another.

Wait Time to Dequeue Calls

Time it takes for an agent to answer a call for transferred skill.

Wait Time for Dequeued Calls = (Wait time + Ring Time) for calls that were dequeued until an agent picks up the call.

Wrap-up Time

CXA 155 QWrapUpTime.png

Time spent by agents wrapping up the call after call is disconnected.

  • Wrap-up time is different from ACW time as wrap-up time is only call-related.
  • Wrap-up time includes time spent in wrap-up by all agents involved in the call.

Assuming each cell height is 5 seconds, Wrap-up Time in the above scenario is "10 Seconds".

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This page was last modified on June 28, 2017, at 03:22.