Queue Statistics Reports Overview
The Queue Statistics reports display a summary of the call statistics for the ACD queues over a specified time period. They also display the average and maximum time information for these calls. Also, all Queue Statistics reports include a link to Call Recording.
Here are the different types of Queue Statistics reports:
Queue Statistics — Time Reports
The Queue Statistics — Time reports, as shown below, provide all the statistics data for the contact center. These reports show the statistics for different times and are as follows:
- Queue Statistics — Day
- Queue Statistics — Hour
- Queue Statistics — 15 Mins
These reports provide the contact center-level data in terms of unique calls (Calls) that entered the queue and the relevant call-related metrics. These reports also contain the metrics — for example, how many of the unique calls that entered the contact center were actually missed, consulted, transferred, or conferenced? They also contains some time-related metrics — for example, Talk Time, Hold Time.
Talk Time Metrics during a Conference Call Scenario
In this scenario, Agent 1 received a call, and then initiated a consultation call followed by a conference call as shown in the graphic below:
In this example, the Talk Time metric does not include the time that the agents spoke during the consultation call while the caller was on hold. This metric also includes only the time that the caller talked to both agents and does not add the talk time of both the agents.
How the Queue Metrics are Calculated
The following image illustrates how the queue metrics are calculated:
The following table represents how the queue metrics are calculated based on the call scenario above:
Calls = 1
Consult Calls = 1
Conference Calls = 1
Talk Time = 15 + 10 = 25 Seconds
Wait Time = 10 Seconds
Hold Time = 17 Seconds
Consult Time = 8 Seconds
Handle Time = 15 + 17 + 10 = 42 Seconds
Note: To customize certain metrics such as Avg Talk Time or Avg Wait Time, you can create a derived metrics where you divide Talk Time by Calls.
Why doesn't the sum of Call Answered, Missed Calls, Waited Calls and Consult Calls always add up to Calls?
A single call can have a multiple of different outcomes. Agent A can miss answering a call when a call is presented and then the same call can be answered by Agent B, who in turn can transfer the call to Agent C. In this scenario, the call has a multiple of possible outcomes - Missed, Answered, and Transferred; hence this call appears in all three categories.
The first column, Calls, represents the unique number of calls that entered the VCC and the second column, Answered Calls/Missed Calls/Consult Calls/Waited Calls represents the unique number of calls in which at least one instance of the respective category outcome occurred.
Queue Statistics — Abandoned Calls Report
The Queue Statistics — Abandoned Calls report, as shown in the example below, provides the information about the number of abandoned calls. It also provides the total number of calls that entered the contact center and how many of these calls were abandoned while waiting in the queue, or while the agent's phone was ringing.
Queue Statistics — Redirected Calls Report
The Queue Statistics — Redirected Calls report provides the information about the number of redirected calls. This reports identifies all the calls that were either consulted with other agents, or consulted and transferred, or consulted and conferenced. This report also provides the number of times that calls were consulted, transferred, or conferenced.
Queue Statistics — IVR Tasks Report
The Queue Statistics — IVR Tasks report, as shown in the example below, provides the information about completed, incomplete, and transferred calls. An IVR task is a function or a section of the call flow that is determined (custom created) by the customer. A user can drill from Transferred Calls to either the Queue Statistics or the Agent Statistics report and it will only show the reports for the calls transferred from this task. This report provides the cradle-to-grave report from IVR to VCC.
Queue Statistics — IVR Variables Report
The Queue Statistics — IVR Variables report, as shown in the example below, provides the information about the number of redirected calls.
Queue Statistics by Call Outcome Report
The Queue Statistics by Call Outcome report, as shown in the example below, provides the call information based on the outcome of the first leg of the call.