Queue Productivity

The Queue Productivity report is the main queue centric report. It shows all relevant queue data grouped by queue and time period including a complete total.

Parameters

From: Start date; can include date and time in the format 06/30/2020 09:00
To: End date; can include date and time in the format 06/30/2020 17:00
Abandon Secs: The minimum wait time to be included in the report. If this is set to 30 seconds, all calls that wait 29 seconds or less are excluded from the report.
Note: It does not exclude these abandoneds from all metrics in the report. It uses the parameter for Abandon < x Secs, where x is the Abandon Secs from the Parameters page and the Adjusted Aband. Rate columns in the Queue Productivity reports.
Queues: A list of all queues including queue groups, if created.
Include non-active queue: Adds all deleted queues to the list.
Send To: Emails report in PDF format to any address entered here.

PDF

Queue Name: The name of the queue.
Interactions Queued: The total number of calls that reached the queue.
Interactions Answered: The total number of calls that were answered by a live Agent.
Total Voicemails: The total number of calls that successfully left voicemail messages from a queue, either by manual or forced dequeue. Callers who choose to leave a voicemail and fail to successfully leave a voicemail (either by hanging up or not leaving a long-enough message-default is 5 seconds minimum) are counted as abandoned calls.
Percentage of Calls Answered: The total number of calls that were answered by a live Agent.
Callbacks Registered: The total number of callbacks successfully registered. This does not include callers who chose the callback option but failed to enter a valid number. These callers are sent back to the queue and counted as second-queued calls; the first queued call is considered abandoned.
Callbacks Returned: The total number of successfully registered callbacks that are successfully returned by an Agent. This count includes calls that reach the wrong person or voicemail.
Interactions Abandoned: The total number of callers who hang up while in queue or attempt but fail to leave a voicemail message or callback number.
Forced Dequeued: The number of calls that were forced to dequeue at the Maximum Waiting Time regardless of the dequeue action.
Interactions Routed: The total number of calls that were not abandoned. This is the combination of calls answered, successful voicemails, callbacks registered, and forced dequeued calls.
Max Wait Time: The wait time of the call that waited the longest amount of time in the given period.
Avg Wait Time: The average time that callers waited in this queue. Calculated from the total in queue time divided by the number of queued calls. It does not count the time between a callback being registered and the callback being returned. It only counts live in queue time.
Avg Aband Wait Time: The average amount of time that the calls that were abandoned waited. Calculated from the total in queue time of all abandoned calls divided by the number of abandoned calls.
Max Callback Wait Time: The wait time of the callback that waited the longest amount of time in the given period.
Avg Callback Wait Time: The average time that a caller waited for a callback. This time does not include the time that a caller waited live in the queue. Calculated from the average of the time between the successful call registration and the callback completion or expiration.
Avg Talk Time: The average amount of time that an Agent was connected to a caller. Calculated from the total talk time of all answered calls divided by the number of answered calls. It includes successfully returned callbacks. It also includes any time that the Agent put the caller on hold, as well as any time that an Agent was still on the call during transfers or conference calls. Time spent on conference calls in which the Agent has removed him or herself from and time spent in a transfer after the Agent has completed the transfer are not included in this calculation. Only the talk time of the Agent is counted.
Avg Wrap Time: The average time that an Agent spent in the Wrap-up status. Calculated from the sum of all Wrap Up time divided by the number of answered calls.
Avg ACW Time: The average time that an Agents spent in the After-Call Work status. Calculated from the sum of all ACW time divided by the number of calls answered.
Avg Handle Time: The average time that an Agent spent in any or all of Talk, Wrap-Up, and ACW. The handled time of the call includes the actual talk time and the After-Call Work time, which is separated into two statuses, Wrap-Up time and ACW time.
Abandoned Rate: The percentage of calls that were abandoned. Calculated from the total number of abandoned calls divided by the total number of queued calls multiplied by 100.
Service Level: The percentage of calls answered within the Acceptable Waiting Time (AWT). Calculated from the number of calls answered within the AWT divided by the total number of calls queued but excludes any calls that were abandoned in less that the time of the AWT. These abandoned calls cannot be counted positively because they were not answered but should not be counted negatively because they did not wait beyond the AWT; therefore, they are stricken from the formula.
Abandon < x Secs: Where x is the Abandon Secs from the Parameters. The default is 30 seconds if no value was entered under Parameters.
Adjusted Abandoned Rate: Rate adjusted based on the Abandon Secs from the Parameters. The default is 30 seconds if no value was entered under Parameters.

CSV

Queue Name: The name of the queue.
Queueing Date: The date for the data.
Total Calls Queued: The total number of calls that reached the queue.
Total Live Calls Answered: The total number of calls that were answered by a live Agent.
Total Voicemails: The total number of calls that successfully left voicemail messages from a queue either by manual or forced dequeue. Callers who choose to leave a voicemail and fail to successfully leave a voicemail (either by hanging up or not leaving a long-enough message-default is 5 seconds minimum) are counted as abandoned calls.
Total Callbacks Registered: The total number of callbacks successfully registered. This does not include callers who chose the callback option but failed to enter a valid number. These callers are sent back to queue and counted as second queued calls; the first queued call is considered abandoned.
Total Callbacks Returned: The total number of successfully registered callbacks that are successfully returned by an Agent. This count includes calls that reach the wrong person or voicemail.
Total Callback Wait Time: The total amount of wait time for all callbacks.
Max Callback Wait Time: The wait time of the callback that waited the longest amount of time in the given period.
Avg Callback Wait Time: The average time that a caller waited for a callback. This time does not include the time that a caller waited live in the queue. Calculated from the average of the time between the successful call registration and the callback completion or expiration.
Total Calls Abandoned: The total number of callers who hang up while in queue or attempt but fail to leave a voicemail message or callback number.
Total Forced Dequeued: The number of calls that were forced to dequeue at the Maximum Waiting Time regardless of the dequeue action.
Total Calls Routed: The total number of calls that were not abandoned. This is the combination of calls answered, successful voicemails, callbacks registered, and forced dequeued calls.
Max Secs Waiting: The wait time of the call that waited the longest amount of time in a given period.
Avg Secs Waiting: The average time that callers waited in this queue. Calculated from the total in queue time divided by the number of queued calls. It does not count the time between a callback being registered and the callback being returned. It only counts live in queue time.
Avg Secs Waiting Abandoned: The average amount of time that calls that were abandoned waited. Calculated from the total in queue time of all abandoned calls divided by the number of abandoned calls.
Avg Talk Time: The average amount of time that an Agent was connected to a caller. Calculated from the total talk time of all answered calls divided by the number of answered calls. It includes successfully returned callbacks. It also includes any time that the Agent put the caller on hold, as well as any time that an Agent was still on the call during transfers or conference calls. Time spent in conference calls in which the Agent has removed him or herself from and time spend in a transfer after the Agent has completed the transfer are not included in this calculation. It only counts the talk time of the Agent.
Avg Wrap Time: The average time that the Agents spent in the Wrap-Up status. It is the sum of all Wrap-Up time divided by the number of answered calls.
Avg ACW Time: The average time that the Agents spent in the After-Call Work status. Calculated from the sum of all ACW time divided by the number of calls answered.
Avg Handle Time: The average time that the Agents spent in any or all of Talk, Wrap-Up, and ACW. The handled time of the call includes the actual talk time and the After-Call Work time, which is separated into two statuses, Wrap-Up time and ACW time.
Abandoned Rate: The percentage of calls that were abandoned. Calculated from the total number of abandoned calls divided by the total number of queued calls multiplied by 100.
Service Level: The percentage of calls answered within the Acceptable Waiting Time (AWT). It is the number of calls answered within the AWT divided by the total number of calls queued but excludes any calls that were abandoned in less time than the AWT. These abandoned calls cannot be counted positively because they were not answered but should be counted negatively because they did not wait beyond the AWT; therefore, they are stricken from the formula.
Quick Abandon Count: The number of calls that were abandoned in less than 30 seconds. The default is 30 seconds, but this threshold can be adjusted in the parameters of the report.
Adjusted Abandoned Rate: The percentage of abandoned calls that waited at least 30 seconds.
Total Calls Answered In 30 sec: The total number of calls answered in 30 seconds. The default is 30 seconds, but this threshold can be adjusted in the Parameters of the report. The value will still remain 30 secs for the column name.
Total Calls Answered In 60 sec: The total number of calls answered in 60 seconds.
Avg Speed of Answer:
Percentage Answered In 30 secs: The percentage of calls answered in 30 seconds. The default is 30 seconds, but this threshold can be adjusted in the Parameters of the report. The value will still remain 30 secs for the column name.
Total Calls Abandoned Over 30 secs: The total number of calls abandoned in 30 seconds. The default is 30 seconds, but this threshold can be adjusted in the Parameters of the report. The value will still remain 30 secs for the column name.
Percentage Abandoned Over 30 secs: The percentage of calls abandoned in 30 seconds. The default is 30 seconds, but this threshold can be adjusted in the Parameters of the report. The value will still remain 30 secs for the column name.
Percentage Abandoned Less 30 secs: The percentage of calls abandoned in less than 30 seconds. The default is 30 seconds, but this threshold can be adjusted in the Parameters of the report. The value will still remain 30 secs for the column name.
Abandoned Percent: The percentage of calls abandoned.
Total Secs Waiting: The total amount of time of all callers spent waiting in a queue.
Total Secs On Hold: The total number of seconds callers were put on hold by Agents.
Cumulative Agent Hold And Wait Time: Total Secs Waiting + Total Secs on Hold
Total Abandoned Wait Time: The total amount of time that the callers who were abandoned spent waiting in queue.
Max Abandon Wait Time: The wait time of the Abandoned call that waited the longest.
Total Talk Time: The total amount of time that Agents spent in the On Call status.
Total Wrap-Up: The total amount of time that the Agents spent in the Wrap-Up status.
Total Handle Time: The total amount of time that the Agents spent in Talk, Wrap-Up, and After-Call Work combined.
Total Calls Abandoned After AWT: The total number of calls that were abandoned after waiting for the Acceptable Waiting Time or longer.
Total Calls Transferred Within AWT: The total number of calls that were answered or went to callback or voicemail within the Acceptable Waiting Time.
Total ACW Time: The total amount of time spent in the After-Call Work status.
ACW Count: The total number of times that an Agent went into the After-Call Work status.
Total Inbound Calls:
Total Composite Wait Time: