Queue Statistics

Important

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Report	Statistic	Definition
Callback Activity	In Queue	The total number of live (current) or virtual voice interactions currently waiting at a distribution DN, typically a VQ.
Callback Activity	Offered	Total number of customers offered a Callback.
Callback Activity	Accepted	Total number of customers that accepted a callback.
Callback Activity	Declined	Total number of Customers that chose to remain on Hold (Declined an Immediate Callback)
Callback Activity	Connected	Total number of calls that successfully connected to the callback queue.
Callback Activity	Answered	Total number of calls that were answered by an agent.
Callback Activity	Cancelled	Total number of customers that received a callback but chose to cancel.
Callback Activity	Abandoned From Ringing	Total number of calls that abandoned after receiving a callback but abandoned before an agent answered.
Callback Activity	Current Accepted	Current number of customers that accepted a callback.
Callback Activity	Current Connected	Current number of calls that successfully connected to the callback queue.
Callback Activity	Wait Time	Total amount of time all interactions spent in queue. This is not an average.
Callback Activity	Wait Time Answered	Total amount of time interactions that were answered spent in queue. This is not an average.
Callback Activity	Wait Time Declined	Total amount of time interactions that declined a callback spent in queue. This is not an average.
Callback Activity	Total Cleared
Queue KPIs	Service Level	A ratio of calls answered to distinct calls entered queue or route point.
Queue KPIs	Service Level (10s)	A ratio of calls answered within 10 seconds to distinct calls entered queue or route point.
Queue KPIs	Service Level (20s)	A ratio of calls answered within 20 seconds to distinct calls entered queue or route point.
Queue KPIs	Service Level (30s)	A ratio of calls answered within 30 seconds to distinct calls entered queue or route point.
Queue KPIs	Service Level (45s)	A ratio of calls answered within 45 seconds to distinct calls entered queue or route point.
Queue KPIs	Service Level (60s)	A ratio of calls answered within 60 seconds to distinct calls entered queue or route point.
Queue KPIs	Distinct Entered	The total number of first entries of voice interactions on a specified queue or at a specified route point. Because the DistinguishByConnID option is turned on, Stat Server counts each call only once, even if an interaction entered a specified queue or route point or group of queues more than one time.
Queue KPIs	Entered	The total number of calls entered on a specified queue or at a specified route point. Typically, you might have several calls entering in the same queue for one single voice interaction to change target after a specific timeout.
Queue KPIs	Abandoned	The total number of virtual or live voice interactions abandoned on a specified queue or route point when a caller hangs up while waiting on that queue or at that route point or if the customer line is dropped for any reason. This metric does not include the voice interactions abandoned while ringing.
Queue KPIs	Abandoned Ringing	The total number of virtual or live voice interactions abandoned while an agent desktop is ringing when the customer line is dropped for any reason.
Queue KPIs	Cleared	The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue KPIs	Answered	The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent.
Queue KPIs	Answered < 10s	The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 10 seconds.
Queue KPIs	Answered 10 and 20s	The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent between 10 and 20 seconds.
Queue KPIs	Answered < 30s	The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 30 seconds.
Queue KPIs	Answered < 60s	The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 60 seconds.
Queue KPIs	Current Calls	The total number of live (current) or virtual voice interactions currently waiting at a distribution DN, typically a VQ.
Queue KPIs	Current AWT	The average time of live calls currently waiting at a distribution DN, typically a VQ.
Queue KPIs	Max Calls	The maximum number of voice interactions simultaneously waiting in this queue for the day.
Queue KPIs	Min Calls	The minimum number of voice interactions simultaneously waiting in this queue during the last hour.
Queue KPIs	Forwarded	The total number of live, voice interactions that were distributed from a distribution DN to an agent and then transferred to another destination by redirection or forwarding.
Queue KPIs	Oldest Call Waiting	The maximum waiting time for live or virtual voice interactions currently on a queue or at a route point.
Queue KPIs	Max Answer Time	The maximum time that live or virtual voice interactions waited in a queue or at a route point before being answered by this agent.
Queue KPIs	ASA	The average amount of time a voice call waits on a specified queue or at a specified route point before the interaction is answered.
Queue KPIs	AHT	The average amount of time spent handling an Interaction distributed directly from this mediation DN.
Queue KPIs	AWA	The average amount of time a voice call waits on a specified queue or at a specified route point before the interaction is abandoned.
Queue KPIs	AWT	The average amount of time an interaction waits on a specified queue or at a specified route point.
Queue KPIs	% Abandoned	Percentage of calls that entered this queue or route point and were abandoned while in queue or while ringing on agent's DN. (it includes all calls entered in the queue).
Queue KPIs	% Cleared	Percentage of calls that entered this queue or route point and were cleared. (it includes all calls entered in the queue).
Queue KPIs	Wait Time	The total time calls waited in the queue.
Queue KPIs	Agents Logged In	The number of agents that are currently logged into a given queue.
Queue KPIs	Agents Ready	The number of agents who are currently in the ready state and are logged in to the specified queue.
Queue KPIs	% Agents Ready	The number of agents who are in the ready state versus the agents who are currently logged in to the specified queue.
Queue Overflow Reason	Entered	The total number of first entries of voice interactions on a specified queue or at a specified route point. (Refer to the party state diagrams in the Overview book of the Reporting Technical Reference series.) Because the DistinguishByConnID option is turned on, Stat Server counts each call only once, even if an interaction entered a specified queue or route point or group of queues more than one time. When applied to GroupQueues, this stat type sums the number of such interactions for all queues in the group.
Queue Overflow Reason	Cleared	The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason	% Cleared	Percentage of Calls that Entered Queue or Route Points and were subsequently Cleared.
Queue Overflow Reason	Overflow Closed	The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason	Overflow Special Day	The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason	Overflow Emergency	The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason	Overflow Dissuaded	The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason	Overflow Route	The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason	Overflow Voicemail	The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason	Overflow Message	The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason	Overflow Outsourced	The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
IWD Queue Activity	Entered	The total number of work item interactions that entered the queue during the specified period.
IWD Queue Activity	Stopped	The total number of work item interactions for which processing has stopped while in this queue during the reported time period.
IWD Queue Activity	Moved	The total number of work items that were moved from this queue to any other queue during the specified period.
IWD Queue Activity	Max Processed	The maximum number of work items that either were awaiting processing or were in processing within the contact center during the specified period.
IWD Queue Activity	Min Processed	The minimum number of work items that were either waiting processing or in processing within the specified period.
IWD Queue Activity	Current Waiting	The total number of work item interactions that are currently waiting to be processed.
IWD Queue Activity	Current In Queue	The total number of work item interactions that are currently in interaction queue.