Section 4: Call Connect
4.2 Queue Reports
There are twenty reports present in Console Connect Queue folder. These are the Historical Text reports. Data shown in these reports is based on the Queues configured in Console Connect module.
The available reports are:‐
..QR01‐Incoming Calls By Queue ..QR02‐Incoming Calls By Queue/Time ..QR03‐Queue Activity By Time ..QR04‐Overflowed Calls By Date ..QR05‐Overflowed Calls By Time ..QR06‐Abandoned Calls by Queue/Date ..QR07‐Abandoned Calls by Queue/Time ..QR08‐Call Completion By date
..QR09‐Call Completion by Time ..QR10 ‐ Service Level by Queue/Date ..QR11 ‐ Service Level by Queue/Time ..QR12 ‐ Service Level by Date and Time ..QR13 ‐ GoS by Queue/Date
..QR14 ‐ GoS by Queue/Time ..QR15 ‐ GoS by Date and Time ..QR16 ‐ Call Detail by SLA
..QR17– Answer Calls By Skill Level QR18 – Incoming Calls by Queue‐Skill QR19 ‐ Incoming Calls by Queue‐Skill/Time QR20 – Extended Duration Calls
QR01Incoming Calls By Queue
This is a summary report of Incoming Call Data, covering a specified date range for selected queues.
The report is ordered by date with each page showing a single date broken down with a single line of date per queue within the selection. Only queues with some form of call activity on the relevant date will be shown.
Description: QR01 ‐ Incoming Calls By Queue
Field Names Description
Total Calls Total number of call entering the selected Call Connect queues during the Date range selected for the Report. Please note that the Total may not match the sum of Answered + Abandoned + Overflowed + Break Hours columns, due to the Break Hours being potentially shown twice if they were redirected to another Arc queue, where they will also show as answered or abandoned depending on the outcome of the call.
Answered Calls Total number of calls answered Abandoned Calls Total number of calls abandoned
Overflowed Calls Total number of calls overflowed to a device or External number out of the Arc system.
Night Service / Breakhours Calls Total number of calls overflowed due to Night Service or Breakhours.
% Answered The percentage of calls that were answered
% Abandoned The percentage of calls that were Abandoned
% Overflowed The percentage of calls that were Overflowed
% Break Hours The percentage of calls that were overflowed due to Break Hours
Average Answered Wait Average Wait time for Answered calls. This is the average time a caller has waited before the call is answered
Average Answered Talk Time Average Talk time for Answered queue calls.
Average Abandoned Wait Average Wait time for Abandoned Call for queue calls. This is the average time a caller has waited before the call is Abandoned.
Answer Time Profile These are the five stats maintained for all the answered call in term of wait.
..10: % Calls answered in less than 10 seconds.
..20: % Calls answered between 10 to 19 seconds.
..30: % Calls answered between 20 to 29 seconds.
..40: % Calls answered between 30 to 39 seconds.
..40+: % Calls answered after 40 seconds of wait.
Longest Answered Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered.
Longest Abandoned Wait The longest period of time a call was waiting to be answered.
The following selections are available for this report:
Queue(s): is selectable before running the report.
Arrival or Delivery Queue: type is selectable before running the report.
Date Selection: From: Start Date; To: End Date.
Time Selection: From: Start Time, To: End Time.
Abandoned Call Timer
QR02Incoming Calls By Queue/Time
This report breaks down data for the selected queues for a single date, and displays the data in for an hourly band on each page. The Queues are displayed on every page where they have some activity during the time period.
Description: QR02 ‐ Incoming Calls By Queue/Time
Field Names Description
Total Calls Total number of call entering the selected Call Connect queues during the Date range selected for the Report. Please note that the Total may not match the sum of Answered + Abandoned + Overflowed + Break Hours columns, due to the Break Hours being potentially shown twice if they were redirected to another Arc queue, where they will also show as answered or abandoned depending on the outcome of the call.
Answered Calls Total number of calls answered Abandoned Calls Total number of calls abandoned
Overflowed Calls Total number of calls overflowed to a device or External number out of the Arc system.
Night Service / Breakhours Calls Total number of calls overflowed due to Night Service or Breakhours.
% Answered The percentage of calls that were answered
% Abandoned The percentage of calls that were Abandoned
% Overflowed The percentage of calls that were Overflowed
% Break Hours The percentage of calls that were overflowed due to Break Hours
Average Answered Wait Average Wait time for Answered calls. This is the average time a caller has waited before the call is answered
Average Answered Talk Time Average Talk time for Answered queue calls.
Average Abandoned Wait Average Wait time for Abandoned Call for queue calls. This is the average time a caller has waited before the call is Abandoned.
Answer Time Profile These are the five stats maintained for all the answered call in term of wait.
..10: % Calls answered in less than 10 seconds.
..20: % Calls answered between 10 to 19 seconds.
..30: % Calls answered between 20 to 29 seconds.
..40: % Calls answered between 30 to 39 seconds.
..40+: % Calls answered after 40 seconds of wait.
Longest Answered Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered.
Longest Abandoned Wait The longest period of time a call was waiting to be answered.
The following selections are available for this report:
Queue(s): is selectable before running the report.
Arrival or Delivery Queue: type is selectable before running the report.
Date: For: Date of the Report.
Time Selection: From: Start Time; To: End Time.
Abandoned Call Timer
QR03Queue Activity By Time
This is a summary report of Incoming Call activities for the selected queues, covering a specified date. A single line of information is provided for each Call, and the report is ordered by the Start Time of each call.
Description: QR03‐Queue Activity By Time
Field Names Description
Queue The name of the Queue for which the report is
generated.
Start Time The time that the call entered the Call Queue
End Time The time that the call ended.
Talk Time The total time the caller was connected.
CLI Caller's Line Identification for the incoming
external call in the Queue.
DDI Direct Dial Inbound. The number the caller
dialled.
Destination The name of the destination in the Queue to
which the call was directed. This could be an agent Login Name, device number if overflowed.
Outcome The final outcome of the call when in the
selected queue. Options for this are:‐
Answered Abandoned
Overflowed (including the Reason) Break Hours
The following selections are available for this report:
Queue(s) is selectable before running the report.
Date: For: Date of the Report.
Time Selection: From: Start Time; To: End Time.
Abandoned Calls Timer
QR04Overflowed Calls By Date
The report currently runs against Arrival or Delivery Queues by default. Calls are either answered within this queue or can be overflowed to another destination, based on a variety of criteria, for example Out of Hours, No Agents, Maximum Wait Time etc. A list of queues can be selected for reporting on from all the queues.
Currently if a call is routed into the queue for a Break Hours reason the call is counted against the Total Overflow In column but it NOT shown in the Break Hours In column.
This report also departs from the main premise of overflowed calls by including all relevant calls where overflowed including calls overflowed with the Arc system.
Description: QR04‐Overflowed Calls By Date
Field Names Description
Queue The name of the Queue for which the report is
generated.
Total Queue Calls The total number of incoming calls in a Queue.
Total Overflow In The total number of calls overflowed in a respective Queue. This is a sum of the Overflow In and Breaks Hours In calls.
Overflow In The number of calls overflowed in the selected Queue from other call Queues during business hours. This figure includes calls that are transferred in from Voice Sessions and from an Emergency overflow in.
Night Service In The number of calls overflowed in the Queue during the break hours. Not currently reporting any activity but figures is included in Total Overflow In
Emergency In The number of calls routed into the selected queue from other queues in Emergency
Emergency Out The number of calls overflowed out when the selected queue is in Emergency mode.
Overflow out Time Limit The number of calls, which were overflowed out to the other selected Queues. Reason being that the time for a call waiting to be answered exceeded the limit.
Overflow out Queue Limit The number of calls, which were overflowed out to other Queues. Reason being that the Queue could no more take the calls.
Overflow out No Agents The number of calls that overflowed to other destination due to no Agents being logged into the queueu.
Overflow out Destination Time Limit The destination to which the calls were overflowed during the Time limit.
Overflow out Destination Queue Limit The destination to which the calls were overflowed during the Queue limit.
Overflow out Destination No Agents The destination to which the calls were overflowed when there were no Agents available in the default Queue.
Night Service Out The number of calls that were overflowed out during the break hours to other selected Queue(s).
Night Service Out Destination The destination to which the calls are overflowed out
during the break hours.
% In The calculated percentage of the Overflowed In calls.
% Out The calculated percentage of the Overflowed Out calls.
The following selections are available for this report:
Queue(s) is selectable before running the report.
Date Selection: From: Start Date: To: End Date.
Time : Start and End Timer
QR05Overflowed Calls By Time
This report allows a drill down for a single date of data within the QR04 report. The caveats for this report are the same as for QR04.
Description: QR05‐Overflowed Calls By Time
Field Names Description
Queue The name of the Queue for which the report is
generated.
Total Queue Calls The total number of incoming calls in a Queue.
Total Overflow In The total number of calls overflowed in a respective Queue.
Overflow In The number of calls overflowed in the selected Queue from other call Queues during business hours.This figure includes calls that are transferred in from Voice Sessions Night Service In The number of calls overflowed in the Queue during the
break hours.
Overflow out Time Limit The number of calls, which were overflowed out to the other selected Queues. Reason being that the time for a call waiting to be answered exceeded the limit.
Overflow out Queue Limit The number of calls, which were overflowed out to other Queues. Reason being that the Queue could no more take the calls.
Overflow out No Agents The number of calls that overflowed to other destination due to no Agents being logged into the queueu.
Total A sum of the overflowed out calls (except the
Emergency overflows)
Night Service Out The number of calls that were overflowed out during the break hours to other selected Queue(s).
Night Service Out Destination The destination to which the calls are overflowed out during the break hours.
% In The calculated percentage of the Overflowed In calls.
% Out The calculated percentage of the Overflowed Out calls.
The following selections are available for this report:
Queue(s) is selectable before running the report.
Date: For: Date of the Report.
Time Selection: From: Start Time; To: End Time.
QR06Abandoned Calls by Queue/Date
This is a summary report of Incoming Call Data, covering a specified date range for selected queues.
The report is ordered by date with each page showing a single date broken down with a single line of data per queue within the selection. Only queues with some form of call activity on the relevant date will be shown.
The figure for each queue in the 10 seconds profile is not showing any data except 0%. Other
percentage figures, and the totals are correct. Additionally the total for the date under the 30 column is incorrect.
Note: there is no specific column regarding Break Hours calls in this report. If a call has had a break hours redirection then it will be included in the Overflow column if the redirection was outside of the Arc system, or in the relevant Answered or Abandoned column if the redirection was within the Arc system i.e to an Arc ACD or Console queue i.e :‐.
Break Hours to another Arc Queue and Answered = 1 Answered call Break Hours to another Arc queue and Abandoned = 1 Abandoned call Break Hours to a device = 1 Overflowed call.
Description: QR06 ‐ Abandoned Calls By Queue/Date
Field Names Description
Total Calls Total number of call entered in Call Connect. During the Date range selected for the Report.
Answered Calls Total number of calls answered Abandoned Calls Total number of calls abandoned.
Overflowed Calls Total number of calls overflowed to a device or External number in the Console Connect.
% Answered The percentage of calls that were answered
% Abandoned The percentage of calls that were Abandoned
% Overflowed The percentage of calls that were Overflowed
Average Abandoned Wait Average Wait time for Abandoned queue calls. This is the average time a caller has waited before the call is Abandoned.
Abandoned Time Profile These are the five stats maintained for all the Abandoned calls in term of wait.
..10: % Calls abandoned in less than 10 seconds.
..20: % Calls abandoned between 10 to 19 seconds.
..30: % Calls abandoned between 20 to 29 seconds.
..40: % Calls abandoned between 30 to 39 seconds.
..50: % Calls abandoned between 40 to 49 seconds.
60: % Calls abandoned between 50 to 59 seconds.
1min+: % Calls abandoned after 60 seconds or more.
Longest Abandoned Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered.
The following selections are available for this report:
Queue(s): is selectable before running the report.
Arrival or Delivery Queue: type is selectable before running the report.
Date Selection: From: Start Date; To: End Date.
Time Selection: From: Start Time, To: End Time.
Abandoned Call Timer
QR07Abandoned Calls by Queue/Time
This is a summary report of the abandoned calls by Queue/Time. Each page of the report contains an hourly period during the selected date, and all queues with activity during that hour are displayed.
If any column within the Abandoned time profile is 100% then the display column will show 00.00 percent missing off the leading 1. Anything from 99.99% or below will show correctly. This is the same for the Totals line.
Note: there is no specific column regarding Break Hours calls in this report. If a call has had a break hours redirection then it will be included in the Overflow column if the redirection was outside of the Arc system, or in the relevant Answered or Abandoned column if the redirection was within the Arc system i.e to an Arc ACD or Console queue i.e :‐.
Break Hours to another Arc Queue and Answered = 1 Answered call Break Hours to another Arc queue and Abandoned = 1 Abandoned call Break Hours to a device = 1 Overflowed call.
Description: QR07‐Abandoned Calls by Queue/Time
Field Names Description
Total Calls Total number of call entered in Call Connect during the Date range selected for the Report.
Answered Calls Total number of calls answered Abandoned Calls Total number of calls abandoned
Overflowed Calls Total number of calls overflowed to a device or External number in the Console Connect.
% Answered The percentage of calls that were answered
% Abandoned The percentage of calls that were Abandoned
% Overflowed The percentage of calls that were Overflowed
Average Abandoned Wait Average Wait time for Abandoned queue calls. This is the average time a caller has waited before the call is Abandoned.
Abandoned Time Profile These are the five stats maintained for all the Abandoned calls in term of wait.
..10: % Calls abandoned in less than 10 seconds.
..20: % Calls abandoned between 10 to 19 seconds.
..30: % Calls abandoned between 20 to 29 seconds.
..40: % Calls abandoned between 30 to 39 seconds.
..50: % Calls abandoned between 40 to 49 seconds.
60: % Calls abandoned between 50 to 59 seconds.
1min+: % Calls abandoned after 60 seconds or more.
Longest Abandoned Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered.
The following selections are available for this report:
Queue(s): is selectable before running the report.
Arrival or Delivery Queue: type is selectable before running the report.
Date Selection: From: Start Date; To: End Date.
Time Selection: From: Start Time, To: End Time.
Abandoned Call Timer
QR08 – Call Completion by Date
This is a summary report of the completion code reasons given to calls by agents, covering a
specified date range. The report shows separate sections per queue with summaries for each section and a total number of completions for all selected queues per day of the date range.
Description: QR08 ‐ Completion by Date
Field Names Description
Queue This displays the name of the Queue for which
the report is generated
Completion Group This displays the completion group for the call Completion Reason This displays the reason given by the agent for
the completion of the call
No completion specified will be displayed if a code is required by no reason was selected before the Completion Time expired.
Quantity The number of completions of that reason in
that queue for that agent.
Total completion for Queue This field displays the total call completions for a particular queue, for that agent
Total completions for date This field displays the total calls completed for a particular day.
The following selections are available for this report:
Queue (s) is selectable before running the report.
Date Selection: From: Start Date: To: End Date.
Time: Start and End timers for the report to be run on for each date
QR09 Completion by Time
This is a summary report of the completion code reasons given to calls by agents, covering a specific date. The report shows separate sections per queue per time bracket with summaries for each section and a total number of completions for all selected agents per day of the date range.
Description: QR09 ‐ Completion by Time
Field Names Description
Queue This displays the name of the Queue for which
the report is generated
Time The hourly period reported on
Completion Group This displays the completion group for the call Completion Reason This displays the reason given by the agent for
Completion Group This displays the completion group for the call Completion Reason This displays the reason given by the agent for