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CSQ
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CSQ to which the call is queued.
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Date
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Datewise grouping for corresponding intervals.
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Interval—Start Time
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Start
date and time of each 15 or 30 or 60 minute interval or the start date and time for
the report range.
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Interval—End Time
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End
date and time of each 15 or 30 or 60 minute interval or the end date and time for the
report range.
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Calls Presented
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Calls that are routed to the CSQ, regardless of whether an agent
picked up the call.
Summary info—Sum of
values in this field.
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Calls Handled—Handled
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Number of calls that were handled by the CSQ.
Summary info—Sum of
values in this field.
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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.
Summary info—Sum of
values in this column.
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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 Abandoned—Abandoned
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Number of calls that were routed to the CSQ and were abandoned.
Summary info—Sum of
values in this field.
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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.
Summary info—Sum of
values in this column.
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Abandoned Rate—%
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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%
Summary info—Overall
percentage.
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