Queue Activity Report

The Queue Activity Report displays summarized information of calls for each queue - e.g., Presented, Handled and Abandoned.

The procedure below describes how to generate a Queue Activity Report.

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To generate a queue activity report:

1.

Open the Queue Activity Report page (Reports > Interaction Center Reports > Voice Reports > Queue Activity Report); the following appears:

2.

Select the appropriate filter fields to generate your report:

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Interval: Defines how the report's date intervals are segmented. Select the check-box to reveal a drop-down list of predefined time periods, based on the customer's end date ("Date To"):

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Last Day: Displays data from the past day, segmented by hours.

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Last Week: Shows data from the previous week, separated by days.

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Last Month: Presents data from the previous month, categorized by weeks.

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Last Year: Displays data from the last year, organized by months.

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Date From: Defines this report for a specific date/time range.

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Date To: Defines this report for a specific date/time range.

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Queue Name: Defines information that is related to a specific queue name or ‘Any’ to show statistics for all call queues.

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Timezone Display Mode: Defines this report in a different time zone.

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Tenant time zone: Defines the information in this report based on the tenant configured time zone.

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Flow time zone: Defines the information in this report based on the time zone configured under the Telephony Setting settings.

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Local time zone (Web): Defines the information in this report on the browser local time zone.

3.

The following is a description of the report fields.

Field	Description
Queue Name	Defines the queue to which the call is queued.
Calls Presented	Defines the number of calls routed to the queue, regardless of whether a Worker picked up the call.
Calls Handled	Defines the number of calls that are handled by this Queue. A call is handled if a caller is connected to a Worker while queued for this Queue.
Max. Handle Time	Defines the longest handle time of any call that the queue handled by the Worker.
Avg. Handle Time	Defines the average handle time for all calls that the queue handled by the Worker.
Avg. Queue Time	Defines the average queue time for all calls routed to the Queue, Including answered and abandoned calls.
Max. Queue Time	Defines the longest queue time of any one call that was routed to the Queue.
Avg. Answer Speed	Defines the Average Answer Speed = Total queue time / Calls handled.
Num. of Abandoned Call	Defines the calls that are routed to the queue that were not answered by a Worker because the caller hung up while in the queue
Abandoned – Avg.	Defines the average time the calls are in the queue before being abandoned.
Abandoned – Max.	Defines the longest time any call is in the queue before being abandoned.
Abandoned – Avg. per Day	Defines the average time any call is in the queue before being abandoned.
Abandoned – Max. per Day	Abandoned – Max. per Day, defines the average abandoned calls in a day = Number of calls abandoned / Number of days.
Overflow - Max Call Limit	Defines the number of all the calls that overflowed due to exceeding the defined threshold for call limits (in number of calls) for each queue.
Overflow - Max Wait Time	Overflow - Max Wait Time Defines the number of all the calls that overflowed due to exceeding the defined threshold for waiting time (in seconds) for each queue.
Overflow - Max Waiting Time	Defines the number of all the calls that overflowed when all agents are logged out.

4.

Click Generate to generate the report; click Export CSV to export the report in CSV format.