Queue Statistics

From 5/1/2015 to 5/31/2015

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

5/1/2015

Monthly
Summary:

Sum

6/11/2015 3:07 PM

11

11

100.00 00:00:00 00:00:12 00:05:02 00:00:00 00:05:02

100.00 00:00:20 00:00:00

11

11

100.00 00:00:00 00:00:12 00:05:02 00:00:00 00:05:02

100.00 00:00:20 00:00:00

11

11

100.00 00:00:00 00:00:12 00:05:02 00:00:00 00:05:02

100.00 00:00:20 00:00:00

CosmoCall Universe Historical Reports 6.1.0.157

Queue Statistics

From 5/1/2015 to 5/31/2015

Time Zone: GMT

Notes:
N/G

The Group Name "N/G" indicates that counters for this row are not group related

Offered

Calls Offered to the system during that time period

Handled

Calls Handled by the system during that time period

Ans Aft Thresh

Calls Answered after customizable threshold during that time period

Transfer

Calls that were transferred between agents in the time period

Abn In Q

Calls that were abandoned in queue in that time period

Avg Abn Time

Average abandon time (waiting time of all calls which were abandoned/no. of abandoned calls)

Ans (%)

Number of answered calls / (number of answered calls + number of abandoned calls)

Avg Ans Time

Average time taken to answer the call by agents for that time period

Avg Talk Time

Average time spent talking to the customer by the agent

Avg WrapUp Time

Total time spent by agent handling calls arrived from specific queue / no. handled calls

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 time taken to answer the call

Max Abn

Maximum time taken to abandon the call

Short Abn Calls

calls which were abandoned before customizable threshold

6/11/2015 3:07 PM

CosmoCall Universe Historical Reports 6.1.0.157