1.2.1 Queue Statistics
The Queue Statistics Report shows the data based on a list of queues. It gives an overview of the overall call handling performance by showing how busy each queue is, how many and how fast calls are answered.
The report period can be set up to 3 years in the past.
The report includes the following information:
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Header Item
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Explanation
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Report Properties
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Shows the report type and the name of the report.
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Report Period
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The selected time frame that will be covered in the report.
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Recurrence
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Whether the report is a recurring report. If not, it is created as a one time report.
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Scheduled at
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The date (dd/mm/yyyy) and time (hh:mm), when the report has been generated.
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Included extensions
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List of the queues extensions included in the report. If queues have been manually selected for the report, they are listed with their extensions.
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Recipients (X)
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The recipients that have been selected to receive the report are listed with their email addresses.
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Scheduled by
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Email address of the person who created the report.
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Description
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Optional description of the report added when creating the report.
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Report ID
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Only available, when Debug Mode is enabled, see To enable the Debug Mode.
Click on Copy to clipboard to copy the respective report ID to the clipboard.
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Table Item
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Explanation
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Queue Name
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Listing the queue names.
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Queue Extension
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Listing the queue extensions.
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Strategy
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The queue strategy, see help.enreach.com/contact/1.00/web/Enreach/en-US/index.html#context/help/QUEUE_STRATEGY_$.
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Total Number of Calls
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Total number of calls offered to the queue within the selected report period.
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Answered Calls
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Number of calls that were answered by an agent or picked up by another user.
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Unanswered Calls
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The sum of Total Number of Calls minus the number of Answered Calls.
Calls can be ‘unanswered’ because the caller used the breakout option, the caller abandoned the call, the call was forwarded by the queue, or the call was missed.
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Breakout Calls
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Number of calls in which the call was redirected to another destination because the caller selected the queue breakout option.
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Abandoned Calls
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Number of calls that were disconnected by the caller before it was answered by an agent.
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Picked up Calls
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Number of calls that were answered via call pickup by another user and not answered by an agent to which the call was offered. Picked up calls are counted as answered.
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Forwarded Calls
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Calls that were forwarded by the queue.
Queue calls will be forwarded when:
the forward option Busy / No Answer Forward is enabled and either the queue is full and busy or the forward timer is expired
when the no agents are logged in Forward option is enabled and no agents were logged into the queue when the call entered the queue
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Missed Calls
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Number of missed and failed calls that were terminated because...
the queue was full and the queue Busy / No Answer Forward option is disabled (thus the calls were not forwarded) or
the calls were not answered due to another reason than Unanswered, Breakout Calls, Abandoned or Forwarded (e. g. due to technical issues)
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Average Wait Time
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The average wait time callers have waited in the queue.
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Total Wait Time
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The total time that callers were waiting before the calls were answered, forwarded or ended. This includes the time in the queue and the ring time.
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Average Ring Time
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The average time during which calls from this queue were ringing at an agent.
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Total Ring Time
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The total time during which calls from this queue were ringing at an agent.
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Average Call Duration
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The average call duration of all inbound calls of the queue.
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Total Call Duration
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The total call duration of all inbound calls of the queue.
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Average Talk Time
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The average talk time of all inbound calls of the queue.
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Total Talk Time
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The total talk time of all inbound calls of the queue.
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Queue Statistics Diagram
By clicking on Percentage Diagram or Number Diagram you can access a visual overview of the percentage or number of answered and abandoned calls for the respective queues.Hover over a bar to see the exact number.Click on Answered or Abandoned to hide the corresponding bars.You can download the diagram using the DOWNLOAD button at the bottom right.