Call Queue Statistic Report

Description:

This report shows the overall and detail performance summary for your call queue. In order to use this report, you must have your Performance Matrix turn on for the call queue you wish to keep track on. (How to turn on Offisky Call Queue Performance Matrix).



Report Location:




Report Description:

• This summarized the performance report for your selected call queue, including an overall chart for each type of usage.


• You may use the CSV version to load all the data of the given month.

Terminologies:

• Total Call: (Report by number of calls) This is the total number of calls handled by the call queue.


• Total Abort: (Report by number of calls) This is the total number of calls hangup before any further action (ie. continue to hold for agent, leaving call back, etc).


• Average Hold Time: (Report by number of seconds) The average hold time within the call queue.


• Maximum Hold Time: (Report by number of seconds) The maximum hold time within the call queue.


• Total Hold Time: (Report by number of seconds) The total hold time for all calls who hold within the call queue.


• Total Direct Pickup: (Report by number of calls) This is the total number of calls connect directly to an agent.


• Average Direct Pickup Talk time: (Report by number of seconds) The average talk time when customers connect directly to an operator.


• Maximum Direct Pickup Talk time: (Report by number of seconds) The maximum talk time when customers connect directly to an operator.


• Total Direct Pickup Talk time: (Report by number of seconds) The total talk time for all customers when connect directly to an operator.


• Total Call back Requested: (Report by number of calls) The total number of calls requested call back service in this call queue.


• Total Call back Performed: (Report by number of calls) The total number of call back calls has returned for this call queue.


• Average Call Back Wait Time: (Report by number of seconds) The average wait time operators return the customer call back request.


• Maximum Call Back Wait Time: (Report by number of seconds) The maximum wait time operators return the customer call back request.


• Total Call Back Wait Time: (Report by number of seconds) The total wait time of all call back calls.


• Average Call Back Talk Time: (Report by number of seconds) The average talk time operators return the customer call back request.


• Maximum Call Back Talk Time: (Report by number of seconds) The maximum talk time operators return the customer call back request.


• Total Call Back Talk Time: (Report by number of seconds) The total talk time for all call back calls.