Queue - Serving Reports

Queue Serving Reports show information from the selected queue perspective. There are 3 reports; the daily, hourly and quarter-hourly reports have similar structure and data content, only the reported time intervals are different. Reports are based on the data in the cube CubCSSQueues.

Typical needs for this type of informations are:

  • How many agents on average were serving in a specific queue in a specific timeframe?

  • Was there a time when no agents were serving in a specific queue, and if yes, for how long time?

  • What was the maximum number of agents serving in a specific queue?

The report can be grouped by Queue and time unit. The report is also expandable / collapsible in this order.

Table 1. Filters

Filter Parameter

Description

Queue

Choose the queue included in the report. The default value is All.

Month or Day

Choose the month (for daily report) or day (for hourly or quarter-hourly report) you are interested in. The default value is the month of the previous day or the previous day.

The report includes reporting data for the following items:

Table 2. Report Column Descriptions

Service Status

Column

Description

Grouping data

Queue

The queue name.

Day, Hour, or Quarter Hour, according to the selected report.

The day, hour, or quarter of an hour.

Serving Agents

Serving Agents in Average

Average number of serving agent in the reported interval. For example, in an hourly report: if two agents have served 45 minutes and 30 minutes: we get (45*60 + 30*60) / 60*60 ~ 1,63.

Min. Serving Agents

Minimum number of agent serving on the reported interval. Note: When a queue has not had any agent serving during the interval, the interval is not reported for the queue at all.

Max. Serving Agents

Maximum number of agents serving in the reported interval.

Min. Free Agents

Minimum number of agents in the Ready status and being free to take contacts in the reported interval.

Max. Free Agents

Maximum number of free agents in the reported interval.

Time with Not Available Agents

Time with No Serving Agents

Time duration when no agent served in a queue.

Time with No Free Agents

Time duration when no agent was in the Ready status and free to take contacts in a queue.

Time with Serving Agents (Cumulative)

Handling (Total)

Total handling time of contacts that agents have picked up from a queue

  • When an agent picks for example a call from a queue, agent’s work time is reported only for that queue. In some cases, agents may handle two different contacts from different queues; in that case the agent’s handling times are reported for both queues.

  • For e-mails, handling time is active during e-mail handling, not during the time when e-mail is on the pending list.

Wrap-Up (Total)

Time duration of wrap-up time that agents have spent after contact handling. Time contain scripting and resting times.

Waiting Total

Time duration of waiting time of agents (agents do not handle any contacts)

Not Ready (Total)

Time duration of Not Ready status

Pause (Total)

Time duration of pause status (agents have had absence type profile active).