4 Statistics available in reports
4.3 Cumulative and historical statistics
4.3.5 Queue cumulative and historical statistics
This section describes the statistics that are available for display in queue cumulative and historical reports.
The availability of certain statistics depends on the setting of the Report By option that is selected when you create the report. For more information, see Section 2.4.4, “Report By options”, on page 22.
4.3.5.1 Queue cumulative and historical statistics (Queue or Aggregate)
This section describes the statistics that are available for display in queue cumulative and historical reports when the Report By option is set to Queue or Aggregate. For more information, see Section 2.4.4, “Report By options”, on page 22.
NOTE: When you generate a report for an aggregate, the statistics reflect the combined values for all the queues in the aggregate.
Category: Last Try Telephone
Number
The telephone number that was last tried for the callback. Note that one contact can have more than one telephone number.
Time The time that the callback associated with the last-tried telephone number was enqueued.
User Name The last user that handled the callback. Note that this value is “system” if the system deleted the callback.
Column Description B W C T
Category: (none)
Abandon Rate The percentage of contacts routed to this queue or aggregate that were abandoned before being answered.
• •
Answer Rate The percentage of contacts routed to this queue or aggregate that were answered.
• •
Name The name of the queue or aggregate.
Table 17 Queue cumulative and historical statistics (Queue or Aggregate)
Column Description B W C T
Table 16 Callback historical statistics (Result)
Service Level The percentage of contacts routed to this queue or aggregate that were answered within the site-defined or queue-defined service level as configured in the Manager application.
• •
Category: Abandoned Contacts
All The number of contacts that were abandoned while waiting in this queue or aggregate, or while being offered to the user.
• •
1 Interval The percentage of abandoned contacts in this queue or aggregate that were abandoned within the first queue interval.
2 Interval The percentage of abandoned contacts in this queue or aggregate that were abandoned within the second queue interval.
3 Interval The percentage of abandoned contacts in this queue or aggregate that were abandoned within the third queue interval.
4 Interval The percentage of abandoned contacts in this queue or aggregate that were abandoned within the fourth queue interval.
5 Interval The percentage of abandoned contacts in this queue or aggregate that were abandoned within the fifth queue interval.
Category: Answered Contacts
All The number of contacts routed to this queue or aggregate that were answered.
•
Overflow The number of contacts routed to this queue or aggregate that were answered by a user who is not a member of the primary group configured to handle these contacts.
Primary The number of contacts routed to this queue or aggregate that were answered by a user who is a member of the primary group configured to handle these contacts.
1 Interval The percentage of answered contacts routed to this queue or aggregate that were answered within the first queue interval.
2 Interval The percentage of answered contacts routed to this queue or aggregate that were answered within the second queue interval.
3 Interval The percentage of answered contacts routed to this queue or aggregate that were answered within the third queue interval.
4 Interval The percentage of answered contacts routed to this queue or aggregate that were answered within the fourth queue interval.
Column Description B W C T
Cumulative and historical statistics
5 Interval The percentage of answered contacts routed to this queue or aggregate that were answered within the fifth queue interval.
Category: Average Wait Time
Abandoned The average amount of time that contacts waited in this queue or aggregate before being abandoned.
• •
All The average amount of time that contacts waited in this queue or aggregate before being answered,
abandoned, or redirected.
•
Answered The average amount of time that contacts waited in this queue or aggregate before being answered.
• •
Redirected The average amount of time that contacts waited in this queue or aggregate before being redirected.
•
Category: Contact Time
Average The average amount of time to complete contacts routed to this queue or aggregate.
Average Excluding Post-processing
The average amount of time to complete contacts routed to this queue or aggregate, not including the time spent post-processing.
Average Post-processing
The average amount of time that contacts routed to this queue or aggregate spent in Post-processing contact state.
Total The amount of time to complete contacts routed to this queue or aggregate.
Total Excluding Post-processing
The amount of time to complete contacts routed to this queue or aggregate, not including the time spent post-processing.
Total Post-processing
The amount of time that contacts routed to this queue or aggregate spent in Post-processing contact state.
Category: Deferred Time
Average The average amount of time that e-mail messages routed to this queue or aggregate were deferred.
Total The amount of time that e-mail messages routed to this queue or aggregate were deferred.
Category: Externally Consulted E-mail Time
Average The average amount of time that e-mail messages routed to this queue or aggregate were waiting for a reply from an externally consulted party.
Total The amount of time that e-mail messages routed to this queue or aggregate were waiting for a reply from an externally consulted party.
Category: Maximum Wait Time
Abandoned The maximum amount of time that a contact waited in this queue or aggregate before being abandoned.
•
Column Description B W C T
All The maximum amount of time that a contact waited in this queue or aggregate before being answered, abandoned, or redirected.
•
Answered The maximum amount of time that a contact waited in this queue or aggregate before being answered.
•
Redirected The maximum amount of time that a contact waited in this queue or aggregate before being redirected.
•
Category: Overflowed Contacts
Average The average number of times that contacts in this queue or aggregate overflowed. For example, five contacts were received in a queue. The first contact was answered in the first step (overflowed 0 times). The second and third contacts were answered in the second step (each overflowed once). The fourth and fifth contacts were answered in the third step (each overflowed twice). Therefore, the average overflow is 1.2 (6 overflow counts divided by 5 contacts).
Maximum The maximum number of times that a contact in this queue or aggregate overflowed. Using the example in Average, the maximum number of times that a contact overflowed is 2.
Minimum The minimum number of times that a contact in this queue or aggregate overflowed. Using the example in Average, the minimum number of times that a contact overflowed is 0.
Category: Queued Contacts
Average The average number of contacts that were waiting in this queue or aggregate.
•
Interval End The number of contacts that were waiting in this queue or aggregate at the end of this reporting interval.
Contacts that are being offered to a user are considered to still be waiting in the queue.
Interval Start The number of contacts that were waiting in this queue or aggregate at the beginning of this reporting interval.
Contacts that are being offered to a user are considered to still be waiting in the queue.
Maximum The maximum number of contacts that were waiting in this queue or aggregate.
•
Minimum The minimum number of contacts that were waiting in this queue or aggregate.
•
Category: Received Contacts
All The number of contacts that were received in this queue or aggregate.
• •
Requeued The number of contacts that were requeued to this queue or aggregate.
Column Description B W C T
Table 17 Queue cumulative and historical statistics (Queue or Aggregate)
Cumulative and historical statistics
Category: Redirected Contacts
Out of Scope The number of contacts received in this queue or aggregate that were redirected out of scope. Some examples are:
• Calls forwarded to or picked by an unmonitored extension.
• E-mail messages forwarded to an external party before being assigned to or handled by a user.
Category: Transferred Contacts
Out Of Scope The number of contacts routed to this queue or aggregate that the user transferred out of scope, for example, to an unmonitored extension or external e-mail address.
Category: User Involvement Time
Average The average amount of time that contacts associated with this queue or aggregate spent directly involved with one or more users.
Average Excluding Post-processing
The average amount of time that contacts associated with this queue or aggregate spent directly involved with one or more users, not including the time spent post-processing.
Average Post-processing
The average amount of time that contacts associated with this queue or aggregate spent in Post-processing contact state while being directly involved with one or more users.
Total The amount of time that contacts associated with this queue or aggregate spent directly involved with one or more users.
Total Excluding Post-processing
The amount of time that contacts associated with this queue or aggregate spent directly involved with one or more users, not including the time spent
post-processing.
Total Post-processing
The amount of time that contacts associated with this queue or aggregate spent in Post-processing contact state while being directly involved with one or more users.
Column Description B W C T
Table 17 Queue cumulative and historical statistics (Queue or Aggregate)
4.3.5.2 Queue historical statistics (Queue by User)
This section describes the statistics that are available for display in queue historical reports when the Report By option is Queue by User. For more information, see Section 2.4.4, “Report By options”, on page 22.
NOTE: If the user who generates the report does not have permission to monitor specific users, the statistics related to those users will be aggregated and displayed in the report under “Other Users”.
Column Description B W C T
Category: (none)
Name The name of the queue.
Category: Average Time
Consulted The average amount of time that contacts in this queue were consulted out.
•
Deferred The average amount of time that e-mail messages in this queue were deferred.
•
Held The average amount of time that calls and callbacks in this queue were on hold.
•
Post-processing The average amount of time that contacts in this queue spent in Post-processing handing state.
Waiting The average amount of time that contacts in this queue waited before being answered, abandoned, or
redirected.
•
Category: Contact Time
Average The average amount of time taken to complete contacts in this queue.
•
Average Excluding Post-processing
The average amount of time taken to complete contacts in this queue, not including the time spent in Post-processing handling state.
Category: Contacts
Abandoned The number of contacts that were abandoned while waiting in this queue or aggregate, or while being offered to the user.
•
Answered The number of contacts in this queue that were answered.
• Table 18 Queue historical statistics (Queue by User)
Cumulative and historical statistics