The Top Five Reports in Detail
Voice Queue and Queue Group Performance by Period
The Queue and Queue Group Performance by Period reports show the call activity of a queue and queue group across 15, 30, or 60-minute intervals for the shift duration and day(s) you specify.
Report Field | Description |
|---|---|
Activity period | the interval of the report |
ACD calls offered | the number of ACD calls offered to the queue (Handled + Long abandoned + Interflowed) |
ACD calls handled | the number of ACD calls answered |
Calls abandoned (short) | the total number of calls abandoned before the Short Abandon threshold (the Short Abandon time default is 6 seconds) |
Calls abandoned (long) | the total number of calls abandoned after the Short Abandon threshold |
Calls interflowed | the number of calls that were redirected from the queue to an alternate answer point, such as another queue or voicemail, after the Short Abandon time |
Calls requeued | the total number of requeues at the agent's position - if an agent fails to answer a call, the system places the call back in the same queue |
Queue unavailable | the number of contacts either routed to the queue's unavailable answer point or interflowed before the Short Abandon time |
Answered by ACD group 1 | the number of ACD calls answered by the first answer point |
Answered by ACD group 2 | the number of ACD calls answered by the second answer point |
Answered by ACD group 3 | the number of ACD calls answered by the third answer point |
Answered by ACD group 4 | the number of ACD calls answered by the fourth answer point |
Average speed of answer (hh:mm:ss) | the average delay before calls were answered (including time in queue and member ringing time) |
Average delay to abandon (hh:mm:ss) | the average elapsed time before the call was abandoned |
Average delay to interflow (hh:mm:ss) | the average elapsed time before the call was interflowed |
ACD handling time (hh:mm:ss) | the total duration of ACD calls, from when the calls are answered to when they are disconnected (including hold time and transfer/conference time) |
Average ACD handling time (hh:mm:ss) | the average duration of ACD calls, from when the calls are answered to when they are disconnected (including hold time and transfer/conference time) |
Abandon % | the percentage of calls that were abandoned after the configured short abandon threshold |
Service Level % | the percentage of calls answered within the specified Service Level time |
Answer % | the percentage of offered calls answered |
Totals | the total of each of the columns |
Voice Queue Group Performance by Queue
The Queue Group Performance by Queue report compares the workload distribution across the queues in a queue group for the shift duration and day(s) you specify. It reports the call statistics in hours, minutes, and seconds, and provides call counts across queues.
Report Field | Description |
|---|---|
ACD queue | the queue's reporting number |
ACD queue name | the queue's name |
ACD calls offered | the number of ACD calls offered to the queue (Handled + Long abandoned + Interflowed) |
ACD calls handled | the number of ACD calls answered |
Calls abandoned (short) | the total number of calls abandoned before the Short Abandon threshold (the Short Abandon time default is 6 seconds) |
Calls abandoned (long) | the total number of calls abandoned after the Short Abandon threshold |
Calls interflowed | the number of calls that were redirected from the queue to an alternate answer point, such as another queue or voicemail, after the Short Abandon time |
Calls requeued | the total number of requeues at the agent's position - if an agent fails to answer a call, the system places the call back in the same queue |
Queue unavailable | the number of contacts either routed to the queue's unavailable answer point or interflowed before the Short Abandon time |
Answered by ACD group 1 | the number of ACD calls answered by the first answer point |
Answered by ACD group 2 | the number of ACD calls answered by the second answer point |
Answered by ACD group 3 | the number of ACD calls answered by the third answer point |
Answered by ACD group 4 | the number of ACD calls answered by the fourth answer point |
Average speed of answer (hh:mm:ss) | the average delay before calls were answered (including time in queue and member ringing time) |
Average delay to abandon (hh:mm:ss) | the average elapsed time before the call was abandoned |
Average delay to interflow (hh:mm:ss) | the average elapsed time before the call was interflowed |
ACD handling time (hh:mm:ss) | the total duration of ACD calls, from when the calls are answered to when they are disconnected (including hold time and transfer/conference time) |
Average ACD handling time (hh:mm:ss) | the average duration of ACD calls, from when the calls are answered to when they are disconnected (including hold time and transfer/conference time) |
Abandon % | the percentage of calls that were abandoned after the configured short abandon threshold |
Service Level % | the percentage of calls answered within the specified Service Level time |
Answer % | the percentage of offered calls answered |
Totals | the total of each of the columns |
Voice Queue Group Abandon Spectrum by Queue
The Abandoned column contains the total number of both short and long abandoned calls.
The Queue Group Abandon Spectrum by Queue report provides a frequency distribution of call handling on a queue group across intervals from 1-10.
Report Field | Description |
|---|---|
Reporting | the queue's reporting number |
Full name | the queue's name |
Abandoned | the total number of ACD calls abandoned, including both short and long abandons |
Maximum delay to abandon (hh:mm:ss) | the maximum delay before the call was abandoned |
Totals | the total of each of the columns |
The remaining fields of the Queue Group Spectrum by Queue report provide a frequency distribution of call patterns based on a defined time scale (Spectral Interval 1-10). The Spectrum Interval field reflects the total number of calls for that interval and all preceding intervals. The % of calls abandoned field reflects the percentage of calls for that interval and all preceding intervals.
Note
Spectrum Interval 10 reflects the total number of calls for that interval only.Voice Agent and Agent Group Performance by Period
The Agent and Agent Group Performance by Period reports show the call handling performance of an agent and agent group across 15, 30, or 60-
minute intervals for the shift duration and day(s) you specify.
The Agent and Agent Group Performance by Period reports provide the following information: 
Report Field | Description |
|---|---|
Activity period | the interval of the report |
ACD calls handled | the number of ACD calls answered |
Non ACD calls handled | the total number of non-ACD calls answered |
Calls abandoned | the total number of calls that clients abandon while the phone is still ringing at the agents' extensions |
Calls outbound | the total number of outbound calls |
Calls requeued | the total number of requeues at the agent's position - if an agent fails to answer a call, the system places the call back in the same queue |
Calls transferred to agent | the number of calls transferred to the agent's position |
Calls transferred from agent | the number of calls transferred from the agent's position |
Conference calls | the total number of conference calls involving the agent |
Account Code | the number of Account Codes entered by the agent |
ACD handling time (hh:mm:ss) | the total duration of ACD calls, from when the calls are answered to when they are disconnected (including hold time and transfer/conference time) |
Average ACD handling time (hh:mm:ss) | the average duration of ACD calls, from when the calls are answered to when they are disconnected (including hold time and transfer/conference time) |
Non ACD handling time (hh:mm:ss) | the total duration of non-ACD calls (including hold time and transfer/conference time) |
Average non ACD handling time (hh:mm:ss) | the average duration of non-ACD calls (including hold time and transfer/conference time) |
Outbound handling time (hh:mm:ss) | the total duration of outbound calls (including hold time and transfer/conference time) |
Average outbound time (hh:mm:ss) | the average duration of outbound calls |
Average manned agents (Agent Group only) | the average number of voice agents scheduled for the shift |
Voice Agent and Agent Group Event by Period (hh:mm:ss)
The Agent Event by Period (hh:mm:ss) report displays log on and log off times for the agent and the total duration the agent spent in various agent states for the day(s) you specify. It reports the call statistics in hours, minutes, and seconds and provides call counts for the agent.
The Agent Group Event by Period (hh:mm:ss) report displays log on and log off times for the members of the agent group and the total duration each agent of the agent group spent in various agent states for the day(s) you specify. It reports the call statistics in hours, minutes, and seconds and provides call counts for the agent.
Note
When running an Agent Event by Period (hh:mm:ss) report; in Reporter, after Shift Mode, select the checkbox for 'Agent Group Presence'. The 'Default' selection applies to legacy methods of implementing ACD agents which are no longer in use.
Report Field | Description |
|---|---|
Login date/time | the date and time the agent logged into the system |
Logout date/time | the date and time at which the agent either last logged out of the system or last performed an event (for example, went into Make Busy) |
Total shift time (hh:mm:ss) | the total elapsed time logged for the agent/agent group (total shift time is ACD activity + make busy) |
Idle time (hh:mm:ss) | the total duration the agent is logged on and available to receive calls |
Average ringing time (hh:mm:ss) | the average duration calls rang on the agent's extension before the agent answered the calls |
ACD calls handled | the total number of ACD calls the agent answered |
ACD short handle call count | the total number of ACD calls answered where talk time is less than the Short handle parameter |
ACD true talk time (hh:mm:ss) | the total duration of ACD calls, from agent pick up to client hang up (excluding hold time) |
Average ACD true talk time (hh:mm:ss) | the average duration of ACD calls, from agent pick up to client hang up (excluding hold time) |
True ACD calls per hour | the total ACD call count minus the ACD short handle call count, divided by the shift time for this agent |
Wrap up time (hh:mm:ss) | the duration the agent spent in the wrap up state. Wrap up time does not include any time spent making or taking calls during the wrap up timer |
Average wrap up time (hh:mm:ss) | the average duration the agent spent in the wrap up state. Wrap up time does not include any time spent making or taking calls during the wrap up timer |
Non ACD true talk time (hh:mm:ss) | the total duration of non-ACD calls (excluding hold time) |
Non ACD calls handled | the total number of non-ACD calls answered |
Originated outbound time (hh:mm:ss) | the total duration of outbound calls. - NOTE: In Event reports, Outbound statistics do not include unanswered calls |
Calls outbound | the total number of outbound calls. - NOTE: In Event reports, Outbound statistics do not include unanswered calls |
Total hold time (hh:mm:ss) | the total hold duration across all call types (ACD, non ACD, and outbound calls) |
Average hold time (hh:mm:ss) | the average hold time across all call types (ACD, non ACD, and outbound calls) (Total hold time / Total hold count) |
Total hold count | the total hold count across all call types (ACD, non ACD, and outbound calls) |
Total Make Busy time (hh:mm:ss) | the total duration the agent spent in the voice Make Busy state, controlled by the agent or the supervisor |
Average Make Busy time (hh:mm:ss) | the average duration the agent spent in the voice Make Busy state, controlled by the agent or the supervisor |
Make Busy count | the total number of times the agent entered the voice Make Busy state |
Total DND time (hh:mm:ss) | the total duration the agent spent in the voice Do Not Disturb state, controlled by the agent or the supervisor |
Average DND time (hh:mm:ss) | the average duration the agent spent in the voice Do Not Disturb state, controlled by the agent or the supervisor |
DND count | the total number of times the agent entered the voice Do Not Disturb state |
Requeue count | the number of times a call was offered to an agent, was not answered, and was subsequently offered back to the queue |
Extension number | the extension number used |
Totals | the total of each of the columns |