Queue Statistics From 3/1/2018 to 3/26/2018

Time Zone: GMT

Date Group Name Offered Handled Ans Aft Transfer Abandoned Ans Average SL (%) Max Max

Thresh Total After Short (%) Abn Answer Talk WrapUp Work Ans Abn
Thresh

GCS_QU_BR_HO_SD_SANT_NEW

3/1/2018

3 3 0 0 0 0 0 100.00 00:00:00 00:00:11 00:02:36 00:00:09 00:02:46 100.00 00:00:17 00:00:00

Monthly 3 3 0 0 0 0 0 100.00 00:00:00 00:00:11 00:02:36 00:00:09 00:02:46 100.00 00:00:17 00:00:00
Summary:

Sum 3 3 0 0 0 0 0 100.00 00:00:00 00:00:11 00:02:36 00:00:09 00:02:46 100.00 00:00:17 00:00:00

3/27/2018 8:13 PM CosmoCall Universe Historical Reports 6.1.8.14 - BT2 1

 Queue Statistics From 3/1/2018 to 3/26/2018
Time Zone: GMT

Notes:
N/G Group Name - N/G indicates that counters for this row are not group- related
Offered Total calls that arrived at the queue. Includes callbacks.
Handled Total calls that the agents answered
Ans Aft Thresh Total calls that the agents answered after the specified answered calls threshold
Transfer Total calls that the agents transferred
Abn Total Total calls that the callers abandoned in queue
Abn Aft Thresh Total calls abandoned after the specified abandoned calls threshold
Abn Short Calls Total calls abandoned before the specified short calls threshold
Ans (%) Percent of calls that the agents answered. Ans (%) = number of answered calls / (number of answered calls + number of abandoned calls)
Avg Abn Time Average time until the callers abandoned the call in queue
Avg Ans Time Average time until the agents answered the calls
Avg Talk Time Average time that the callers spent on the call. Includes hold time and transfer to external numbers.
Avg WrapUp Time Average time that the agents spent in wrapup
Avg Work Time Average time that the callers spent on the call plus average time that the agents spent in wrapup. Work = talk time + wrapup time
SL (%) Service level percent. SL (%) = (total calls handled within TQOS) x 100 / ((total calls handled) + (total calls abandoned) - (total calls abandoned within TQOS))
Max Ans Maximum time until the agents answered the calls
Max Abn Maximum time until the callers abandoned the call in queue

3/27/2018 8:13 PM CosmoCall Universe Historical Reports 6.1.8.14 - BT2 2