|
CSQ Name
|
CSQ to which the call is queued.
|
|
CSQ ID
|
Unique
ID of the CSQ.
|
|
Call
Skills
|
Skills
that are associated with the CSQ to which the call is routed.
|
|
Interval Start Time
|
Start
date and time of each 30 or 60 minute interval or the start date and time for
the report range.
|
|
Interval End Time
|
End
date and time of each 30 or 60 minute interval or the end date and time for the
report range.
|
|
Service Level (sec)
|
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.
|
|
Calls Handled < Service Level
|
Calls that are handled within the time shown in the Service
Level field. A call is handled when an agent picks up the call.
Summary info—Sum of
values in this column.
|
|
Calls Abandoned < Service Level
|
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.
Summary info—Sum of
values in this column.
|
|
Percentage of Service Level Met—Only Handled
|
Percentage of handled calls that were handled within the time
shown in the Service Level field. This value is calculated as follows:
(Number of calls handled within service level / Number of calls
handled) x 100%
Summary info—Overall
percentage of handled calls that met the handled service level.
|
|
Percentage of Service Level Met—With No Abandoned Calls
|
Percentage of presented calls, not counting abandoned calls,
handled within the time shown in the Service Level field. This value is
calculated as follows:
(Number of calls handled within the service level / (Number of
calls presented – Number of calls abandoned within the service level) x 100%
Summary info—Overall
percentage of presented calls that met the handle service level (excluding the
calls that met the abandoned service level).
|
|
Percentage of Service Level Met—With Abandoned Calls Counted
Positively
|
Percentage of presented calls that are handled or abandoned
within the time shown in the Service Level field. For this value, calls
abandoned within the time shown in the Service Level field are considered to
have met that service level. This value is calculated as follows:
([Number of calls handled within the service level + Number of
calls abandoned within the service level] / Number of calls presented) x 100%
Summary info—Overall
percentage of presented calls that met either the handled or the abandoned
service level.
|
|
Percentage of Service Level Met—With Abandoned Calls Counted
Negatively
|
Percentage of presented calls that are handled within the time
shown in the Service Level field. For this value, calls abandoned within the
time shown in the Service Level field have not met that service level. This
value is calculated as follows:
(Number of calls handled within the service level / Number of
calls presented) x 100%
Summary info—Overall
percentage of presented calls that met the handled service level.
|
|
Calls Presented
|
Calls routed to the CSQ regardless of whether an agent picked up
the call.
Summary info—Sum of
values in this column.
|
|
Calls Handled—Handled
|
Number of calls that are handled by the CSQ.
Summary info—Sum of
values in this column.
|
|
Calls
Handled—%
|
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%
Summary info—Overall
percentage.
|
|
Calls Abandoned—Abandoned
|
Number of calls that were routed to the CSQ and were abandoned.
Summary info—Sum of
values in this column.
|
|
Calls
Abandoned—%
|
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%
Summary info—Overall
percentage.
|
|
Calls Dequeued—Dequeued
|
Number of calls that were dequeued.
Summary info—Sum of
values in this column.
|
|
Calls
Dequeued—%
|
Percentage of calls that were dequeued. The percentage is
calculated as follows:
(Number of calls dequeued / Number of calls presented) x 100%
Summary info—Overall
percentage.
|
