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Queue Summary Customer Segment report

The Queue Summary Customer Segment report replaces the Queue Summary Business Result report. This page describes how you can use this report to understand how agents use their time in your contact center.

[+] Tip: How do I generate a report?

Understanding the Queue Summary Customer Segment report

1

Use the Queue Summary Customer Segment report to generate a visual summary of queue activity, as well as a detailed breakdown of the performance of each queue. You can customize the report to show certain dates and times, queues, interaction types, and so on.

The Summary tab of this report provides a visual summary of how many interactions that enter a queue (or queues) were accepted or abandoned, and illustrates the percent that were accepted. The Main tab of this report provides numerous measures about each interaction, so that you can better understand the customer experience in each queue. The Data tab provides the same information as is found on the Main tab, but in a format more suitable for printing.

You can specify the Day or Date Range, Queue Group, Queue, Customer Segment, Media Type and Interaction Type.

To get a better idea of what this report looks like, view sample output from the report:
Sample_Queue_Report.pdf

The following tables explain the prompts you can select when you generate the report, and the measures that are represented in the report:

  • [+] Prompts for the Queue Summary Customer Segment report
  • [+] Measures used in the Queue Summary Customer Segment report

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This page was last modified on 10 August 2017, at 06:40.