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Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Offered Handled Ans Aft
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_BASF_NEW
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
100,00 00:00:00 00:00:19 00:07:18 00:00:01 00:07:19
88,89
00:01:06 00:00:00
100,00 00:00:00 00:00:19 00:07:18 00:00:01 00:07:19
88,89
00:01:06 00:00:00
100,00 00:00:00 00:00:19 00:07:18 00:00:01 00:07:19
88,89
00:01:06 00:00:00
CosmoCall Universe Historical Reports 6.1.6.12
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_BASF_UPD
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
34
31
91,18 00:06:53 00:00:13 00:04:23 00:00:01 00:04:25
91,18
00:00:25 00:15:06
34
31
91,18 00:06:53 00:00:13 00:04:23 00:00:01 00:04:25
91,18
00:00:25 00:15:06
34
31
91,18 00:06:53 00:00:13 00:04:23 00:00:01 00:04:25
91,18
00:00:25 00:15:06
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_Bespoke1_NEW
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
109
99
32
10
90,83 00:09:57 00:00:16 00:07:36 00:00:01 00:07:37
88,79
00:01:01 01:12:06
109
99
32
10
90,83 00:09:57 00:00:16 00:07:36 00:00:01 00:07:37
88,79
00:01:01 01:12:06
109
99
32
10
90,83 00:09:57 00:00:16 00:07:36 00:00:01 00:07:37
88,79
00:01:01 01:12:06
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_Bespoke1_UPD
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
180
166
19
41
14
11
92,22 00:03:21 00:00:16 00:07:03 00:00:01 00:07:04
89,27
00:01:23 00:10:08
180
166
19
41
14
11
92,22 00:03:21 00:00:16 00:07:03 00:00:01 00:07:04
89,27
00:01:23 00:10:08
180
166
19
41
14
11
92,22 00:03:21 00:00:16 00:07:03 00:00:01 00:07:04
89,27
00:01:23 00:10:08
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_Bespoke2_NEW
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
58
42
13
16
13
72,41 00:03:17 00:00:19 00:09:05 00:00:01 00:09:06
74,00
00:01:00 00:17:17
58
42
13
16
13
72,41 00:03:17 00:00:19 00:09:05 00:00:01 00:09:06
74,00
00:01:00 00:17:17
58
42
13
16
13
72,41 00:03:17 00:00:19 00:09:05 00:00:01 00:09:06
74,00
00:01:00 00:17:17
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_Bespoke2_UPD
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
146
115
25
46
31
28
78,77 00:03:13 00:00:18 00:08:55 00:00:01 00:08:56
75,00
00:01:10 00:31:32
146
115
25
46
31
28
78,77 00:03:13 00:00:18 00:08:55 00:00:01 00:08:56
75,00
00:01:10 00:31:32
146
115
25
46
31
28
78,77 00:03:13 00:00:18 00:08:55 00:00:01 00:08:56
75,00
00:01:10 00:31:32
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_Cameron_NEW
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
12
10
83,33 00:00:00 00:00:12 00:04:34 00:00:10 00:04:44
100,00 00:00:16 00:00:00
12
10
83,33 00:00:00 00:00:12 00:04:34 00:00:10 00:04:44
100,00 00:00:16 00:00:00
12
10
83,33 00:00:00 00:00:12 00:04:34 00:00:10 00:04:44
100,00 00:00:16 00:00:00
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_Cameron_UPD
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
100,00 00:00:00 00:00:23 00:07:47 00:00:07 00:07:55
77,78
00:01:07 00:00:00
100,00 00:00:00 00:00:23 00:07:47 00:00:07 00:07:55
77,78
00:01:07 00:00:00
100,00 00:00:00 00:00:23 00:07:47 00:00:07 00:07:55
77,78
00:01:07 00:00:00
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_CNH_DATA_NEW
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
59
57
15
96,61 00:21:59 00:00:17 00:07:05 00:00:09 00:07:15
91,38
00:01:13 00:43:59
59
57
15
96,61 00:21:59 00:00:17 00:07:05 00:00:09 00:07:15
91,38
00:01:13 00:43:59
59
57
15
96,61 00:21:59 00:00:17 00:07:05 00:00:09 00:07:15
91,38
00:01:13 00:43:59
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_CNH_DATA_UPD
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
83,33 00:12:04 00:00:25 00:04:57 00:00:05 00:05:02
66,67
00:01:08 00:12:04
83,33 00:12:04 00:00:25 00:04:57 00:00:05 00:05:02
66,67
00:01:08 00:12:04
83,33 00:12:04 00:00:25 00:04:57 00:00:05 00:05:02
66,67
00:01:08 00:12:04
10
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_CNH_VOICE_NEW
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
42
41
97,62 00:03:45 00:00:15 00:07:13 00:00:15 00:07:28
97,62
00:00:27 00:03:45
42
41
97,62 00:03:45 00:00:15 00:07:13 00:00:15 00:07:28
97,62
00:00:27 00:03:45
42
41
97,62 00:03:45 00:00:15 00:07:13 00:00:15 00:07:28
97,62
00:00:27 00:03:45
11
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_CNH_VOICE_PWR
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
36
32
88,89 00:12:21 00:00:18 00:06:32 00:00:21 00:06:53
83,33
00:00:45 00:16:01
36
32
88,89 00:12:21 00:00:18 00:06:32 00:00:21 00:06:53
83,33
00:00:45 00:16:01
36
32
88,89 00:12:21 00:00:18 00:06:32 00:00:21 00:06:53
83,33
00:00:45 00:16:01
12
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_CNH_VOICE_UPD
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
34
34
100,00 00:00:00 00:00:14 00:03:48 00:00:10 00:03:59
97,06
00:00:49 00:00:00
34
34
100,00 00:00:00 00:00:14 00:03:48 00:00:10 00:03:59
97,06
00:00:49 00:00:00
34
34
100,00 00:00:00 00:00:14 00:03:48 00:00:10 00:03:59
97,06
00:00:49 00:00:00
13
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_DutyManager
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
269
253
31
34
16
12
94,05 00:01:14 00:00:17 00:06:20 00:00:09 00:06:30
93,00
00:02:10 00:16:54
269
253
31
34
16
12
94,05 00:01:14 00:00:17 00:06:20 00:00:09 00:06:30
93,00
00:02:10 00:16:54
269
253
31
34
16
12
94,05 00:01:14 00:00:17 00:06:20 00:00:09 00:06:30
93,00
00:02:10 00:16:54
14
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_Esc_LATAM
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
192
178
21
36
14
92,71 00:01:39 00:00:17 00:07:20 00:00:09 00:07:29
90,22
00:06:30 00:08:07
192
178
21
36
14
92,71 00:01:39 00:00:17 00:07:20 00:00:09 00:07:29
90,22
00:06:30 00:08:07
192
178
21
36
14
92,71 00:01:39 00:00:17 00:07:20 00:00:09 00:07:29
90,22
00:06:30 00:08:07
15
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_FIELD
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
4190
3548
1530
115
642
553
89
84,68 00:05:34 00:02:45 00:16:14 00:00:00 00:16:15
51,77
00:57:12 01:00:31
4190
3548
1530
115
642
553
89
84,68 00:05:34 00:02:45 00:16:14 00:00:00 00:16:15
51,77
00:57:12 01:00:31
4190
3548
1530
115
642
553
89
84,68 00:05:34 00:02:45 00:16:14 00:00:00 00:16:15
51,77
00:57:12 01:00:31
16
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_Manpower_NEW
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
100,00 00:00:00 00:00:11 00:30:58 00:00:01 00:30:59
100,00 00:00:11 00:00:00
100,00 00:00:00 00:00:11 00:30:58 00:00:01 00:30:59
100,00 00:00:11 00:00:00
100,00 00:00:00 00:00:11 00:30:58 00:00:01 00:30:59
100,00 00:00:11 00:00:00
17
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_Nexans_NEW
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
88,89 00:01:24 00:00:15 00:02:07 00:00:00 00:02:08
77,78
00:00:40 00:01:24
88,89 00:01:24 00:00:15 00:02:07 00:00:00 00:02:08
77,78
00:00:40 00:01:24
88,89 00:01:24 00:00:15 00:02:07 00:00:00 00:02:08
77,78
00:00:40 00:01:24
18
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_Nexans_UPD
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
100,00 00:00:00 00:00:19 00:05:23 00:00:01 00:05:25
80,00
00:00:47 00:00:00
100,00 00:00:00 00:00:19 00:05:23 00:00:01 00:05:25
80,00
00:00:47 00:00:00
100,00 00:00:00 00:00:19 00:05:23 00:00:01 00:05:25
80,00
00:00:47 00:00:00
19
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_Shiftleader
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
11
11
100,00 00:00:00 00:00:21 00:03:39 00:00:09 00:03:49
90,91
00:01:30 00:00:00
11
11
100,00 00:00:00 00:00:21 00:03:39 00:00:09 00:03:49
90,91
00:01:30 00:00:00
11
11
100,00 00:00:00 00:00:21 00:03:39 00:00:09 00:03:49
90,91
00:01:30 00:00:00
20
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_Supplier
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
1089
763
182
137
326
169
157
70,06 00:02:09 00:00:54 00:07:25 00:00:01 00:07:26
66,09
00:27:15 00:19:57
1089
763
182
137
326
169
157
70,06 00:02:09 00:00:54 00:07:25 00:00:01 00:07:26
66,09
00:27:15 00:19:57
1089
763
182
137
326
169
157
70,06 00:02:09 00:00:54 00:07:25 00:00:01 00:07:26
66,09
00:27:15 00:19:57
21
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_SUPPLIER_BRAD
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
553
512
152
96
41
33
92,59 00:05:22 00:00:55 00:07:54 00:00:08 00:08:03
66,97
00:23:30 00:33:44
553
512
152
96
41
33
92,59 00:05:22 00:00:55 00:07:54 00:00:08 00:08:03
66,97
00:23:30 00:33:44
553
512
152
96
41
33
92,59 00:05:22 00:00:55 00:07:54 00:00:08 00:08:03
66,97
00:23:30 00:33:44
22
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_SUPPLIER_CAIXA
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
637
293
162
344
304
40
46,00 00:06:31 00:05:23 00:07:14 00:00:11 00:07:26
21,94
00:45:20 01:01:20
637
293
162
344
304
40
46,00 00:06:31 00:05:23 00:07:14 00:00:11 00:07:26
21,94
00:45:20 01:01:20
637
293
162
344
304
40
46,00 00:06:31 00:05:23 00:07:14 00:00:11 00:07:26
21,94
00:45:20 01:01:20
23
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_SUPPLIER_CORP
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
733
502
187
12
231
203
28
68,49 00:07:13 00:02:49 00:05:26 00:00:10 00:05:36
44,68
01:04:40 01:17:54
733
502
187
12
231
203
28
68,49 00:07:13 00:02:49 00:05:26 00:00:10 00:05:36
44,68
01:04:40 01:17:54
733
502
187
12
231
203
28
68,49 00:07:13 00:02:49 00:05:26 00:00:10 00:05:36
44,68
01:04:40 01:17:54
24
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_QU_BR_HO_SD_SUPPLIER_CORR
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
1663
1473
346
156
190
134
56
88,57 00:03:10 00:00:50 00:06:08 00:00:14 00:06:22
70,26
00:25:38 00:38:27
1663
1473
346
156
190
134
56
88,57 00:03:10 00:00:50 00:06:08 00:00:14 00:06:22
70,26
00:25:38 00:38:27
1663
1473
346
156
190
134
56
88,57 00:03:10 00:00:50 00:06:08 00:00:14 00:06:22
70,26
00:25:38 00:38:27
25
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_SK_BR_HO_SD_BR_Product_NEW
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
408
386
51
36
22
12
10
94,61 00:05:28 00:00:16 00:08:04 00:00:00 00:08:05
90,45
00:02:23 00:27:08
408
386
51
36
22
12
10
94,61 00:05:28 00:00:16 00:08:04 00:00:00 00:08:05
90,45
00:02:23 00:27:08
408
386
51
36
22
12
10
94,61 00:05:28 00:00:16 00:08:04 00:00:00 00:08:05
90,45
00:02:23 00:27:08
26
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_SK_BR_HO_SD_BR_Product_UPD
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
428
409
40
36
19
11
95,56 00:04:11 00:00:15 00:06:39 00:00:01 00:06:40
93,33
00:01:49 00:20:35
428
409
40
36
19
11
95,56 00:04:11 00:00:15 00:06:39 00:00:01 00:06:40
93,33
00:01:49 00:20:35
428
409
40
36
19
11
95,56 00:04:11 00:00:15 00:06:39 00:00:01 00:06:40
93,33
00:01:49 00:20:35
27
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_SK_BR_HO_SD_CAXIA_GITEC
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
1059
1038
51
14
21
18
98,02 00:00:09 00:00:13 00:03:10 00:00:10 00:03:21
96,83
00:01:43 00:02:07
1059
1038
51
14
21
18
98,02 00:00:09 00:00:13 00:03:10 00:00:10 00:03:21
96,83
00:01:43 00:02:07
1059
1038
51
14
21
18
98,02 00:00:09 00:00:13 00:03:10 00:00:10 00:03:21
96,83
00:01:43 00:02:07
28
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Date
Group Name
Transfer
Thresh
Abandoned
Ans
Total
After
Thresh
Short
(%)
Average
Abn
Answer
Talk
SL (%)
WrapUp
Work
Max
Max
Ans
Abn
GCS_SK_BR_HO_SD_CAXIA_Partner
1/3/2016
Monthly
Summary:
Sum
13/4/2016 15:11
722
703
84
19
13
97,37 00:01:34 00:00:20 00:04:38 00:00:11 00:04:50
86,45
00:07:53 00:05:54
722
703
84
19
13
97,37 00:01:34 00:00:20 00:04:38 00:00:11 00:04:50
86,45
00:07:53 00:05:54
722
703
84
19
13
97,37 00:01:34 00:00:20 00:04:38 00:00:11 00:04:50
86,45
00:07:53 00:05:54
29
Queue Statistics
From 1/3/2016 to 31/3/2016

Time Zone: GMT
Notes:
N/G
The Group Name "N/G" indicates that counters for this row are not group related
Offered
The total number of calls that arrived at the queue during measured period
Handled
The number of calls that were serviced by agents during measured period
Ans Aft Thresh
Calls answered after customizable threshold during measured period
Transfer
The number of calls that were transferred by agents during measured period
Abn Total
Calls that were abandoned in queue during measured period
Abn Aft Thresh
Calls abandoned after customizable threshold during measured period
Abn Short Calls
Calls which were abandoned before customizable threshold during during measured period
Ans (%)
Number of answered calls / (number of answered calls + number of abandoned calls)
Avg Abn Time
Average abandon time (waiting time of all calls which were abandoned/no. of abandoned calls)
Avg Ans Time
Averageamount of time to answer calls during measured period
Avg Talk Time
Average time in call during measured period
Avg WrapUp Time
Average time spent by agent in calls wrappup during measured period
Avg Work Time
Average Talk Time + Average WrapUp Time
SL (%)
Service Level is calculated as follows: Handled In TQOS x 100/(Handled + Abandoned - Abandoned In TQOS)
Max Ans
Maximum amount of time to answer calls
Max Abn
Maximum duration of abandoned call during measured period
13/4/2016 15:11
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Queue Statistics

From 1/3/2016 to 31/3/2016

Offered Handled Ans Aft

100,00 00:00:00 00:00:19 00:07:18 00:00:01 00:07:19

100,00 00:00:00 00:00:19 00:07:18 00:00:01 00:07:19

100,00 00:00:00 00:00:19 00:07:18 00:00:01 00:07:19

CosmoCall Universe Historical Reports 6.1.6.12

From 1/3/2016 to 31/3/2016

Offered Handled Ans Aft

91,18 00:06:53 00:00:13 00:04:23 00:00:01 00:04:25

91,18 00:06:53 00:00:13 00:04:23 00:00:01 00:04:25

91,18 00:06:53 00:00:13 00:04:23 00:00:01 00:04:25

CosmoCall Universe Historical Reports 6.1.6.12

From 1/3/2016 to 31/3/2016

Offered Handled Ans Aft

90,83 00:09:57 00:00:16 00:07:36 00:00:01 00:07:37

90,83 00:09:57 00:00:16 00:07:36 00:00:01 00:07:37

90,83 00:09:57 00:00:16 00:07:36 00:00:01 00:07:37

CosmoCall Universe Historical Reports 6.1.6.12

From 1/3/2016 to 31/3/2016

Offered Handled Ans Aft

92,22 00:03:21 00:00:16 00:07:03 00:00:01 00:07:04

92,22 00:03:21 00:00:16 00:07:03 00:00:01 00:07:04

92,22 00:03:21 00:00:16 00:07:03 00:00:01 00:07:04

CosmoCall Universe Historical Reports 6.1.6.12

From 1/3/2016 to 31/3/2016

Offered Handled Ans Aft

72,41 00:03:17 00:00:19 00:09:05 00:00:01 00:09:06

72,41 00:03:17 00:00:19 00:09:05 00:00:01 00:09:06

72,41 00:03:17 00:00:19 00:09:05 00:00:01 00:09:06

CosmoCall Universe Historical Reports 6.1.6.12

From 1/3/2016 to 31/3/2016

Offered Handled Ans Aft

78,77 00:03:13 00:00:18 00:08:55 00:00:01 00:08:56

78,77 00:03:13 00:00:18 00:08:55 00:00:01 00:08:56

78,77 00:03:13 00:00:18 00:08:55 00:00:01 00:08:56

CosmoCall Universe Historical Reports 6.1.6.12

From 1/3/2016 to 31/3/2016

Offered Handled Ans Aft

83,33 00:00:00 00:00:12 00:04:34 00:00:10 00:04:44

100,00 00:00:16 00:00:00

83,33 00:00:00 00:00:12 00:04:34 00:00:10 00:04:44

100,00 00:00:16 00:00:00

83,33 00:00:00 00:00:12 00:04:34 00:00:10 00:04:44

100,00 00:00:16 00:00:00

CosmoCall Universe Historical Reports 6.1.6.12

From 1/3/2016 to 31/3/2016

Offered Handled Ans Aft

100,00 00:00:00 00:00:23 00:07:47 00:00:07 00:07:55

100,00 00:00:00 00:00:23 00:07:47 00:00:07 00:07:55

100,00 00:00:00 00:00:23 00:07:47 00:00:07 00:07:55

CosmoCall Universe Historical Reports 6.1.6.12

From 1/3/2016 to 31/3/2016

Offered Handled Ans Aft

96,61 00:21:59 00:00:17 00:07:05 00:00:09 00:07:15

96,61 00:21:59 00:00:17 00:07:05 00:00:09 00:07:15

96,61 00:21:59 00:00:17 00:07:05 00:00:09 00:07:15

CosmoCall Universe Historical Reports 6.1.6.12