Voice CSQ Summary Report

The Voice CSQ Summary Report presents agent statistics and call statistics for a Contact Service Queue (CSQ). The following three views are available for this report:

Snapshot—Presents the performance statistics of the agents that are associated with the specified CSQs.
Short and Long Term Average—Presents the call statistics of the CSQ for the current day based on short term and long term values.
Since Midnight—Presents the call statistics of the CSQ, since midnight.

Note

Your administrator can set the short term value to 5, 10 or 15 minutes.
Long term value is set to 30 minutes.

Charts

None

Fields

The following are the view-wise tables that are part of the report:

Snapshot
Field	Description
CSQ Name	Name of the CSQ.
Waiting Calls	Number of calls in queue for a CSQ.
Longest Call in Queue	Elapsed wait time of the oldest call in the queue.
Agents Logged In	Number of agents in Logged-In state.
Agents Talking	Number of agents in Talking state.
Agents Ready	Number of agents in Ready state.
Agents Not Ready	Number of agents in Not Ready state.
Agents in After Call Work	Number of agents in Work state.
Agents Reserved	Number of agents in Reserved state.

Short and Long Term Average
Field	Description
CSQ Name	Name of the CSQ.
Calls Abandoned—Short Term	Number of abandoned calls in the last 5, 10 or 15 minutes.
Calls Abandoned—Long Term	Number of abandoned calls in the last 30 minutes.
Calls Dequeued—Short Term	Number of dequeued calls in the last 5, 10 or 15 minutes.
Calls Dequeued—Long Term	Number of dequeued calls in the last 30 minutes.
Average Contact Handling Time—Short Term	Average handle time of the calls that are routed to the CSQ in the last 5, 10 or 15 minutes.
Average Contact Handling Time—Long Term	Average handle time of the calls that are routed to the CSQ in the last 30 minutes.
Average Waiting Duration—Short Term	Average wait time of the calls that are routed to the CSQ in the last 5, 10 or 15 minutes.
Average Waiting Duration—Long Term	Average wait time of the calls that are routed to the CSQ in the last 30 minutes.
Service Level—Short Term	Service level is measured in the last 5, 10 or 15 minutes. The most recent service level is displayed in case there are no calls in the measurement window.
Service Level—Long Term	Service level in the last 30 minutes.

Since Midnight
Field	Description
CSQ Name	Name of the CSQ.
Waiting Calls	Number of calls in queue for a CSQ.
Abandoned Calls	Number of calls that are abandoned for a CSQ.
Handled Calls	Number of calls that are answered by the agents in the CSQ.
Total Calls	Number of calls that are presented to the CSQ.
Longest Call in Queue	Longest wait time of any call before it is answered.
Longest Handle Time	Longest talk time of any call that the agent handled.

Filter Criteria

You can filter using the following parameter:

Filter parameter	Result
CSQ Name	Displays information for the CSQs that belong to the specified teams.

Grouping Criteria

None