Professional Documents
Culture Documents
Queue Statistics: From 5/1/2015 To 5/31/2015 Time Zone: GMT
Queue Statistics: From 5/1/2015 To 5/31/2015 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
5/1/2015
Monthly
Summary:
Sum
6/11/2015 3:16 PM
40
37
10
89.74
00:01:04 00:57:00
40
37
10
89.74
00:01:04 00:57:00
40
37
10
89.74
00:01:04 00:57:00
Queue Statistics
Notes:
N/G
The Group Name "N/G" indicates that counters for this row are not group related
Offered
Handled
Transfer
Abn In Q
Average abandon time (waiting time of all calls which were abandoned/no. of abandoned calls)
Ans (%)
Average time taken to answer the call by agents for that time period
Total time spent by agent handling calls arrived from specific queue / no. handled calls
SL (%)
Service Level is calculated as follows: Handled In TQOS x 100/(Handled + Abandoned - Abandoned In TQOS)
Max Ans
Max Abn
6/11/2015 3:16 PM