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  • Queue Statistics: From 1/4/2016 To 30/4/2016 Time Zone: GMT

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    The document summarizes queue statistics for the group "GCS_QU_BR_HO_SD_BASF_UPD" from April 1st to 30th, 2016 with time zone GMT. It shows metrics such as the number of calls offered, handled, answered after threshold, transferred, abandoned, service level percentage, and average times for answer, talk, wrap-up and more. The summary provides an overview of call volume and wait times for the specified queue over the measured period.

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    The document summarizes queue statistics for the group "GCS_QU_BR_HO_SD_BASF_UPD" from April 1st to 30th, 2016 with time zone GMT. It shows metrics such as the number of calls offered, handled, answered after threshold, transferred, abandoned, service level percentage, and average times for answer, talk, wrap-up and more. The summary provides an overview of call volume and wait times for the specified queue over the measured period.

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    © All Rights Reserved
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    Flag for inappropriate content
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    8 views2 pages

    Queue Statistics: From 1/4/2016 To 30/4/2016 Time Zone: GMT

    Uploaded by

    tito_cps
    The document summarizes queue statistics for the group "GCS_QU_BR_HO_SD_BASF_UPD" from April 1st to 30th, 2016 with time zone GMT. It shows metrics such as the number of calls offered, handled, answered after threshold, transferred, abandoned, service level percentage, and average times for answer, talk, wrap-up and more. The summary provides an overview of call volume and wait times for the specified queue over the measured period.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    of 2

    Queue Statistics

    From 1/4/2016 to 30/4/2016


    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_UPD

    1/4/2016

    Monthly
    Summary:

    Sum

    16/5/2016 14:12

    19

    17

    89,47 00:04:03 00:00:20 00:08:11 00:00:01 00:08:12

    78,95

    00:00:54 00:06:50

    19

    17

    89,47 00:04:03 00:00:20 00:08:11 00:00:01 00:08:12

    78,95

    00:00:54 00:06:50

    19

    17

    89,47 00:04:03 00:00:20 00:08:11 00:00:01 00:08:12

    78,95

    00:00:54 00:06:50

    CosmoCall Universe Historical Reports 6.1.6.12

    Queue Statistics

    From 1/4/2016 to 30/4/2016


    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

    16/5/2016 14:12

    CosmoCall Universe Historical Reports 6.1.6.12

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