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CSQ Name
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CSQ to which the call is queued.
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Service Level (sec)
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Value that was entered in the Service Level field when the CSQ
was set up in Unified CCX Administration. If the service level changes during
the report period, the report shows the old and new service level values.
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Calls Presented
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Calls routed to the CSQ regardless of whether an agent picked up
the call.
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Calls Handled
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Number of calls that are handled by the CSQ.
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Percent Handled
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Percentage of calls that were handled by the CSQ. The percentage
is calculated as follows:
(Number of calls handled) / (Number of calls presented) x 100%
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Avg Handle Time
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Average handle time for all calls that the CSQ handled.
Handle
time = Talk time + Hold time + Work time
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Max Handle Time
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Longest handle time for any call that the CSQ handled.
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Calls Abandoned
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Number of calls that were routed to the CSQ and were abandoned.
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Percent Abandoned
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Percentage of calls that were routed to the CSQ and were
abandoned. The percentage is calculated as follows:
(Number of calls abandoned / Number of calls presented) x 100%
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Avg Abandoned Time
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Average time that the calls spent in the queue before being
abandoned.
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Max Abandoned Time
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Maximum time a call spent in the queue before being abandoned.
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Calls Dequeued
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Number of calls that were dequeued.
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Percent Dequeued
|
Percentage of calls that were dequeued. The percentage is
calculated as follows:
(Number of calls dequeued / Number of calls presented) x 100%
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Avg Dequeued Time
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Average time that the calls spent in the queue before being
dequeued.
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Max Dequeued Time
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Maximum time a call spent in the queue before being dequeued.
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Avg Speed of Answer
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Average answer speed = Total queue time / Calls handled
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Calls Handled < Service Level
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Calls that are handled within the time shown in the Service
Level field. A call is handled when an agent picks up the call.
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Calls Abandoned < Service Level
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Calls that are abandoned within the time shown in the Service
Level field. A call is abandoned if the call disconnects before connecting to
an agent.
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Avg Abandoned Per Day
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Average abandoned calls in a day = Number of calls abandoned /
Number of days
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Max
Abandoned Per Day
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Largest number of calls abandoned on a single day.
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Calls Handled by Other
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Total of the following calls:
-
Calls that are queued for
the CSQ, then dequeued by the Dequeue step in a workflow, then marked as
handled by the Set Contact Info step in the workflow.
-
Calls that are queued for
more than one CSQ and then handled by another CSQ.
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Avg Queue Time
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Average queue time for all calls routed to the CSQ.
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Max
Queue Time
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Longest queue time of any one call that was routed to the CSQ.
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