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Queues statistic report window

 

 

q.stat.view

 

 

 

 

General Actions:

 

•Download Report – If you choose this action PBXware will generate a pdf format report and offer it for download or view.
•Print – This will print statistic report on yours printer.
•Email – This action will generate pdf report attach it to message and offer you to email it.
•Close Window – This will close report window.

 

 

 

Call Actions:

 

•More – This will print statistic report on yours printer.
•Graph – This action will generate pdf report attach it to message and offer you to email it.
•Get CSV – This will close report window.

 

 

 

All/Answered/Unanswered/Agent Calls:

 

•Table caption - Displays the total number of all calls made
•Total - Total call time including the hold time as well
•Min - The minimum/shortest call time
•Mean - Average call time for all incoming calls
•Max - Max call time.

 

•Call Time - Calls active talk time in a queue
•Hold Time - Calls hold time in a queue
•Entry Position - Caller position in a queue at a point of entry(Total value always displayed as '-')

 

•Agent Hangups – Number of calls ended by queue agents and their percentage compared to all unanswered calls.
•Caller Hangups – Number of calls ended by callers and their percentage compared to all unanswered calls.
•Service Level – Percentage of calls answered in the first 60 seconds. (This time period can be changed in queue properties).

 

 

 

NOTE:

Answered and Unanswered summary displays SLA(Service Level Agreement) data in percents taken in 10 seconds interval.

 

 

 

Agent Actions:

 

 

Agents:

•Calls – All calls answered by agent
•Number – Number of calls answered by agent
•Per min – Number of calls per minute
•Percent – Percent of all answered calls by the agent

 

•Talk Time – Agent talk time
•Total – Total agent talk time
•Mean – Mean/Average agent talk time
•Mean Delay – Mean/Average caller wait time before answered by the agent

 

•Idle Time – Agent idle time (callback agents only)
•Total – Total agent idle time(when agent was not busy)
•Mean – Mean/Average idle time between calls

 

•Session Time – Time agent was logged in the queue (callback agents only)
•Total – Total time agent was logged in
•Mean – Mean/Average time agent was logged in
•Count – Number of agent sessions.

 

•Hangups (Agent/Caller) – Hang-ups statistic for agents and callers
•Number - Number of call hang-ups by Agent/Caller
•Percent – Percentages of call hang-ups by Agent/Caller