|
CSQ Name
|
CSQ to which the call is queued.
|
|
CSQ ID
|
Unique
ID of the CSQ.
|
|
Skills
|
Skills
that are associated with the CSQ to which the call is routed.
|
|
Calls Presented
|
Number of calls routed to the CSQ, regardless of whether an
agent picked up the call.
Summary info—Sum of
values in this column.
|
|
Avg Queue Time
|
Average queue time for all calls routed to the CSQ.
|
|
Max
Queue Time
|
Longest queue time of any one call that was routed to the CSQ.
Summary info—Maximum
value in this column.
|
|
Calls Handled
|
Number of calls that are handled by this CSQ. A call is handled
if a caller is connected to an agent while queued for this CSQ.
Summary info—Sum of
values in this column.
|
|
Avg Speed of Answer
|
Average answer speed = Total queue time / Calls handled
|
|
Avg Handle Time
|
Average handle time for all calls that the CSQ handled.
|
|
Max
Handle Time
|
Longest handle time of any call that the CSQ handled.
Handle
time = Talk time + Hold time + Work time
Summary info—Maximum
value in this column.
|
|
Calls Abandoned
|
Calls that are routed to the CSQ that were not answered by an
agent because the caller hung up or was disconnected.
Summary info—Sum of
values in this column.
|
|
Avg Time to Abandon
|
Average time the calls spent in the queue before being
abandoned.
|
|
Max
Time to Abandon
|
Longest time any one call spent in the queue before being
abandoned.
Summary info—Maximum
value in this column.
|
|
Avg Abandon Per Day
|
Average abandoned calls in a day = Number of calls abandoned /
Number of days
|
|
Max
Abandon Per Day
|
Largest number of calls abandoned on a single day.
Summary info—Maximum
value in this column.
|
|
Calls Dequeued
|
Number of calls that are queued for a CSQ and then dequeued by
the Dequeue step in a workflow.
Summary info—Sum of
values in this column.
|
|
Avg
Time to Dequeue
|
Average time the calls spent in the queue before being dequeued.
|
|
Max Time to Dequeue
|
Longest time any one call spent in the queue before being
dequeued.
Summary info—Maximum
value in this column.
|
|
Calls Handled by Other
|
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.
Summary info—Sum of
values in this column.
|