You can refine the data statistics to be included in the report by selecting the following specific items:
- Queue
- Columns
Under Aggregations in the Report Tool, you can specify the grouping for which statistics are collected and combined in the report. One of:
- By Queue
- By Queue Per Service Number
- By Month
- By Week
- By Day
- By Hour
- By Half Hour
- By Quarter Hour
Configurables in the Report Tool:
- Calls not connected minimum length (seconds) – Only statistics for calls that were not connected to an agent and that lasted at least this number of seconds are included in the report (i.e. unconnected calls must exceed this minimum duration). All calls that were connected are included.
- Service level target (seconds) – Only statistics for calls that were answered within the target number of seconds of being placed in the queue are included in the report.
- Custom call answer time (seconds) – Only statistics for calls that were answered within this number of seconds are included in the report. Enter a number between 0 and 300 seconds (5 minutes). The default value is blank (no time set).
Filters in the Report Tool:
- Call type – All/Inbound/Outbound/Callback/Scheduled Call/Transfer Excluded/Transfer Only
- Service numbers – Inbound and callback calls only.
The following statistics are available:
| Statistic | Description |
|---|---|
| Total calls | The total number of calls placed in the queue, including transferred calls and calls that overflowed to other agent groups. This is regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Total calls (service number) | The total number of inbound calls to a service number that were placed in the queue, including transferred calls and calls that overflowed to other agent groups. This is regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Total calls (minimum call length) | The total number of calls placed in the queue, including transferred calls and calls that overflowed to other agent groups. Only calls that are longer than the Minimum call length parameter (if set) are counted. |
| Connected calls | The total number of calls that were connected to an agent or that reached another connected endpoint, such as an external contact centre or voicemail, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Connected calls (group 1) | The total number of calls that were connected to an agent in the first priority group, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Connected calls (group 2) | The total number of calls that were connected to an agent in the second priority group, because no group 1 agents were available. This is regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Connected calls (group 3) | The total number of calls that were connected to an agent in the third priority group, because no group 1 or group 2 agents were available. This is regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Connected calls (group 4) | The total number of calls that were connected to an agent in the fourth priority group, because no group 1, group 2 or group 3 agents were available. This is regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Connected calls (group 5) | The total number of calls that were connected to an agent in the fifth priority group, because no group 1, group 2, group 3 or group 4 agents were available. This is regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Connected calls within 5 seconds | The total number of calls that were connected within 5 seconds of being placed in the queue, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). The queue waiting time does not include the time used to play mandatory announcements (see Note beneath this table). |
| Connected calls within 8 seconds | The total number of calls that were connected within 8 seconds of being placed in the queue, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). The queue waiting time does not include the time used to play mandatory announcements (see Note beneath this table). |
| Connected calls within 10 seconds | The total number of calls that were connected within 10 seconds of being placed in the queue, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). The queue waiting time does not include the time used to play mandatory announcements (see Note beneath this table). |
| Connected calls within 12 seconds | The total number of calls that were connected within 12 seconds of being placed in the queue, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). The queue waiting time does not include the time used to play mandatory announcements (see Note beneath this table). |
| Connected calls within 15 seconds | The total number of calls that were connected within 15 seconds of being placed in the queue, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). The queue waiting time does not include the time used to play mandatory announcements (see Note beneath this table). |
| Connected calls within 19 seconds | The total number of calls that were connected within 19 seconds of being placed in the queue, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). The queue waiting time does not include the time used to play mandatory announcements (see Note beneath this table). |
| Connected calls within 20 seconds | The total number of calls that were connected within 20 seconds of being placed in the queue, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). The queue waiting time does not include the time used to play mandatory announcements (see Note beneath this table). |
| Connected calls within 30 seconds | The total number of calls that were connected within 30 seconds of being placed in the queue, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). The queue waiting time does not include the time used to play mandatory announcements (see Note beneath this table). |
| Custom call answer time | The total number of calls that were connected within the Custom call answer time (seconds) of being placed in the queue, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). The queue waiting time does not include the time used to play mandatory announcements (see Note beneath this table).Note: This column is blank if no Custom call answer time (seconds) parameter was specified. |
| Connected calls after 30 seconds | The total number of calls that were connected after 30 seconds of being placed in the queue, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). The queue waiting time does not include the time used to play mandatory announcements (see Note beneath this table). |
| Calls directed to overflow | The total number of calls that were directed to an overflow call queue, if no agents from the group were available. |
| Calls not connected | The total number of calls in the queue that were not connected to an agent or that did not reach another connected endpoint, such as an external contact centre or voicemail (Total calls – Connected calls). Only calls that are longer than the Minimum call length parameter (if set) are counted.Note: Calls not connected includes Dropped calls where the caller hung up either whilst waiting in the queue or whilst the call was being presented to an agent (without the agent answering). |
| Calls not connected (call limit reached) | The total number of calls that did not join the queue because the queue had reached its maximum capacity. Only calls that are longer than the Minimum call length parameter (if set) are counted. |
| Calls not connected (length limit reached) | The total number of callers who exited the queue (and may have overflowed to the next-highest priority group of agents, if specified) because the maximum number of calls permitted in the queue was reached. Only calls that are longer than the Minimum call length parameter (if set) are counted. |
| Calls not connected (contact hung up) | The total number of callers in the queue who hung up before they were connected to an agent. The caller hung up whilst either waiting in the queue or whilst the call was being presented to an agent (without the agent answering). Only calls that are longer than the Minimum call length parameter (if set) are counted. |
| Calls not connected (caller hung up within 5 seconds) | The total number of callers who hung up within five seconds of being placed in the queue. The caller hung up whilst either waiting in the queue or whilst the call was being presented to an agent (without the agent answering). Only calls that are longer than the Minimum call length parameter (if set) are counted. |
| Calls not connected (caller hung up within 10 seconds) | The total number of callers who hung up within 10 seconds of being placed in the queue. The caller hung up whilst either waiting in the queue or whilst the call was being presented to an agent (without the agent answering). Only calls that are longer than the Minimum call length parameter (if set) are counted. |
| Calls not connected (caller hung up within 20 seconds) | The total number of callers who hung up within 20 seconds of being placed in the queue. The caller hung up whilst either waiting in the queue or whilst the call was being presented to an agent (without the agent answering). Only calls that are longer than the Minimum call length parameter (if set) are counted. |
| Calls not connected (DTMF breakout) | The total number of callers who exited the queue by using one of the DTMF breakout options, before being connected to an agent. The caller exited whilst either waiting in the queue or whilst the call was being presented to an agent (without the agent answering). Only calls that are longer than the Minimum call length parameter (if set) are counted. |
| Calls not connected (maximum wait time reached) | The total number of callers who exited the queue (and may have overflowed to the next-highest priority group of agents, if specified) because the maximum number of seconds that a caller should spend waiting in the queue was reached. Only calls that are longer than the Minimum call length parameter (if set) are counted. |
| Calls not connected (no agents available) | The total number of callers who were prevented from waiting in the queue (and may have overflowed to the next-highest priority group of agents, if specified) because no agents were available. Only calls that are longer than the Minimum call length parameter (if set) are counted. |
| Consultation attempts | The total number of calls during which an agent pressed the Consult button. |
| Consultation connected | The total number of calls during which an agent tried to consult with another agent or a supervisor and the party being consulted accepted the call. |
| Warm transfer attempts | The total number of calls during which an agent pressed the Transfer button after consulting another party.A warm transfer is when an active call is transferred either from an agent to another agent (in the same queue or in a different queue), or from an agent to a queue, after a consultation. |
| Warm transfer connected | The total number of calls that agents tried to transfer and that were successfully accepted by the destination party. |
| Cold transfer attempts | The total number of calls during which an agent pressed the Transfer button without consulting another party.A cold transfer is when an active call is transferred either from an agent to another agent (in the same queue or in a different queue), or from an agent to a queue, without consultation. |
| Cold transfers connected | The total number of transferred callers who were successfully connected to an agent and therefore left the queue. |
| Dropped calls | The total number of calls that were dropped at the queue level (were not handled by an agent or routed to another queue) because the caller dropped the call whilst either waiting in the queue or whilst the call was being presented to an agent (without the agent answering). The caller either hung up or exited the queue by using one of the DTMF breakout options (Calls not connected (contact hung up) + Calls not connected (DTMF breakout)).Note: Only inbound calls to agents that are dropped by callers before being answered by an agent are counted.Calls where the caller is disconnected from a queue when they don’t hang up but the call is dropped for some other reason (for example, the Maximum Wait Time for a call in the queue is reached or the caller reaches voicemail), are not counted. |
| Service level | The percentage of the total callers who did not hang up within a specified number of seconds of being placed in the queue and who were connected to an agent within the target number of seconds, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). (Total calls met service level/Total calls excluding hangups) |
| Total calls met service level | The total number of calls that were connected to an agent within the target number of seconds of being placed in the queue, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Availability | The percentage of callers who did not hang up within a specified number of seconds of being placed in the queue and who were connected to an agent. (Connected calls/Total calls) |
| Real availability | The percentage of the total number of calls placed in the queue that were longer than the minimum call length and that were successfully connected to an agent. This includes transferred calls or calls that overflowed to other agent groups. (Connected calls/Total calls (minimum call length)) |
| Total calls including hangups | The total time (in minutes) of all calls assigned to the queue (time spent waiting in the queue + talking time with agents), measured from when each call joined the queue to when each call left the queue or the call ended. This is regardless of the length of each call (the Minimum call length parameter, if set, is ignored) and includes calls where the callers hung up. |
| Total calls excluding hangups | The total time (in minutes) of all calls assigned to the queue (time spent waiting in the queue + talking time with agents), measured from when each call joined the queue to when each call left the queue or the call ended. This is regardless of the length of each call (the Minimum call length parameter, if set, is ignored) and does not include calls where the callers hung up. |
| Average call length | The average length (in seconds) of calls in this queue. This is regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Total talk time | The total time (in minutes) spent talking with agents, including time spent on hold, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). This does not include the time spent waiting in the queue.Note: If a call is transferred to another agent, to another queue or to an external party, it is considered to have left this queue and any subsequent talk time for the call is not logged against this queue. |
| Average talk time | The average time (in seconds) spent talking with agents, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). This does not include the time spent waiting in the queue. |
| Maximum call length | The maximum length (in minutes) of a call in this queue. |
| Longest wait time | The longest time (in seconds) that a caller has spent waiting in this queue, regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Average wait time | The average time (in seconds) that callers have spent waiting in the queue, measured from when each call joined the queue to when each call was connected to the first agent. This is regardless of the length of each call (the Minimum call length parameter, if set, is ignored).The total value is calculated as: Total wait time divided by Total calls. |
| Total wait time | The total time (in minutes) that callers have spent waiting in the queue, measured from when each call joined the queue (after all non-uninterruptible announcements completed) to when each call was connected to the first agent. The waiting time includes the ringing time and the answering time of the agent. It is regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Average answer time | The average time (in seconds) that callers took to be connected to an agent, measured from the time when each caller joined the queue to the time when an agent answered the call. (Average wait time/Connected calls). |
| Longest answer time | The longest time (in seconds) that a caller took to be connected to an agent, measured from the time when the caller joined the queue to the time when an agent answered the call. |
| Total answer time | The total time (in seconds) that callers took to be connected to an agent, measured from the time when each caller joined the queue to the time when an agent answered the call. |
| Average hold time | The average time (in seconds) that callers have spent on hold. This is regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Total hold time | The total time (in minutes) that callers have spent on hold. This is regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Combined total wrapup time | The sum of all wrapup times (in minutes) for agents assigned to this queue. This includes wrapup times for both inbound and outbound calls. This is regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Average wrapup time | The average wrapup time (in seconds) for agents assigned to this queue. This includes wrapup times for both inbound and outbound calls. This is regardless of the length of each call (the Minimum call length parameter, if set, is ignored). |
| Combined total waiting for classification time | The sum of all waiting for classification times (in minutes) for agents assigned to this queue. This includes waiting for classification times for both inbound and outbound calls. A call enters the “Waiting for classification” state when an agent exceeds the wrapup time by not entering a (mandatory) classification for the call within the required time. |
| Average waiting for classification time | The average time (in seconds) that agents assigned to this queue have spent on exceeding the wrapup time by not entering a (mandatory) classification for calls within the required time. This includes waiting for classification times for both inbound and outbound calls. |
| Maximum queue length | The maximum length of this queue over the reporting period.Note: If a call ends up going via two or more different queues, as with call transfers, two (or more) entries are displayed in the report. |
| Outbound calls | The total number of outbound calls that were made by agents assigned to this queue.Note: Only outbound calls made using either “Click-To-Call” or WebRTC softphones are counted. Calls placed from handsets are not counted. |
| Total outbound talk time | The total time (in minutes) that agents assigned to this queue spent talking on all outbound calls. |
| Fixed-line outbound calls | The total number of outbound calls that were made to fixed-line numbers by agents assigned to this queue.Note: Only outbound calls to fixed-line phones are counted. Calls to mobile phones, international calls and internal calls to other agents are not counted. |
| Fixed-line outbound talk time | The total time (in minutes) that agents assigned to this queue spent talking on outbound calls to fixed-line phones. |
| Mobile outbound calls | The total number of outbound calls that were made to mobile numbers by agents assigned to this queue.Note: Only outbound calls to mobile phones are counted. Calls to fixed-line phones, international calls and internal calls to other agents are not counted. |
| Mobile outbound talk time | The total time (in minutes) that agents assigned to this queue spent talking on outbound calls to mobile phones. |
| International outbound calls | The total number of outbound calls that were made to international numbers by agents assigned to this queue.Note: Only outbound calls to international numbers are counted. Calls to fixed-line phones, mobile phones and internal calls to other agents are not counted. |
| International outbound talk time | The total time (in minutes) that agents assigned to this queue spent talking on outbound calls to international numbers. |
| Internal outbound calls | The total number of outbound calls that were made internally to other agents by agents assigned to this queue.Note: Only outbound calls to internal numbers are counted. Calls to fixed-line phones, mobile phones and international numbers are not counted. |
| Internal outbound talk time | The total time (in minutes) that agents assigned to this queue spent talking on outbound calls to other agents. |
Note: The queue waiting time for each Connected calls within x seconds statistic and for the Connected calls after 30 seconds statistic does not include the time used to play mandatory queue announcements, which are uninterruptible. These include the A-Party Announcement and the Recording Opt-In Audio. However, other queue announcements such as Queue position are interruptible and are included in the queue waiting time for these statistics.
A Total row at the bottom of the table sums up the values for each column.
Parent topic: Call-data statistics