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Queue Metrics Summary Report

Generating the Queue Metrics Summary Report

Queue Metrics Summary Report is a summary of queue load, and performance information calculated daily.

Steps to generate the Queue Metrics Summary Report:

  1. On the Reports tab, click New Report.
  2. In the list of reports, choose the Queue Metrics Summary Report.
  3. Enter the Report Name and Report Description.
  4. Select a Time Period.
  5. Select Data Filters.
  6. Select Report Generation and choose from the following options:
    • Schedule
      • Run On Demand
      • Schedule
    • Select Format
      • PDF
      • CSV
    • Send To (single email address or a mailing list).
  7. Click Create.

  8. The Queue Metrics Summary Report is generated. Queue Metrics Summary Report Created

  9. Click the Run icon next to the instance of the report. Run Queue Metrics Summary Report

While generating reports you have two options, Run On Demand and Schedule.

Run On Demand: While creating a new report or editing an existing report, the schedule of the report can be set to run on demand.

Schedule: While creating a new report or editing an existing report, the schedule of the report can be changed. The use of the schedule is the standard way to generate a report. If the report is scheduled for later then it will automatically be generated on the scheduled day and time without the need to click Run.

  1. Click the PDF/Page icon and generate the output of that report, as shown below. Queue Metrics Summary Report PDF

    Note

    The red dot beside the report indicates that it was generated within the last 24 hours. You can download, save, and view the report in PDF format.

The Queue Metrics Summary Report is generated and is available for download. Queue Metrics Summary Report Output

About Report Fields

FIELD DESCRIPTION EXAMPLE WEEKLY SUMMARY MONTHLY SUMMARY
Date Date for which metrics are being consolidated. “01/31/2023” Not Applicable (NA) Not Applicable (NA)
Offered All conversations that entered this queue. NNN (2) SUM SUM
Answered All conversations that were accepted by agents to this queue. NNN (2) SUM SUM
Abandoned All conversations that were abandoned by callers while in this queue or with agents. NNN (1) SUM SUM
Abandon % Number abandoned / Number offered x 100. NNN (50) SUM SUM
ASA Average Speed to Answer – average wait time in a queue. “NN:NN:NN” (00:00:11) SUM SUM
Talk time Average Talk time – time agents in this queue spent interacting with the end user. “NN:NN:NN” (00:00:11) SUM SUM
ACW The average duration of After Contact Work that each agent performed for calls on this queue. “NN:NN:NN” (00:00:11) SUM SUM
AHT The Average Handle Time that each agent performed for calls on this queue. “NN:NN:NN” (00:00:11) SUM SUM
Hold time The average Hold time for all calls while in this queue. “NN:NN:NN” (00:00:11) SUM SUM
Transfers The number of conversations transferred from this queue. NNN (50) SUM SUM
Transfer % Number Transferred / Number Offered x 100. NN (6) SUM SUM