Contact Center Statistics by Queue Report

This report replaces the Client by Queue Report on Infolink. It includes data from queues, including name, date, call volume, average hold and call times, as well as the number of calls transferred. A grand total of calls is available at the bottom of the last page of the report.

How to Access:

1. Select Search All Your Dynamic Reports.
2. In the Filter by Report Category field, type in "Phone Reporting."
3. Select Contact Center Statistics by Queue Report.
4. Click on Run Report.
5. Select required fields.
6. Click on View Report.

Field Descriptions: 

Queue Name: Queue/skill. 

Date: Date the calls are received. 

Offered: Calls offered/transferred from the credit union. 

Answered: Calls answered by an agent. 

Abandoned > 30 Seconds: Calls not answered before the caller hangs up. 

Abandon Rate: Percent of calls vs. calls offered. This does not include short abandons under 30 seconds. CO-OP's goal is to stay under 5% on average for the month.

Service Level: Percent of calls answered within 30 seconds. CO-OP's goals is to answer 70% of calls in 30 seconds or less. 

Average Time to Answer: Average time before the call is answered by an agent. 

Average Handle Time: Average of talk and hold times of all calls for the day. 

Average Talk Time: Average total talk time of all calls for the day. 

Average Hold Time: Averagte time the call was placed on hold after it was answered. 

Total Handle Time: Aggregate of Total Talk Time and Total Hold Time. 

Call Transfer: Count of calls transferred that day.