Contact Service Queue Call Distribution Summary

The Contact Service Queue Call Distribution Summary report presents the number and percentage of calls that are handled and dequeued in four configurable time intervals.

Charts

The following charts are available:

Chart name	Description
Total Calls Abandoned by Time Interval & CSQ	Displays the total number of calls that are abandoned in each time interval by a Contact Service Queue (CSQ).
Total Calls Handled by Time Interval and CSQ	Displays the number of calls that are handled in each time interval by a CSQ.

Fields

The report includes a table that displays the following information:

Field	Description
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.
Calls Handled	Number of calls handled by the CSQ. A call is handled when an agent picks up the call. Summary info—Sum of values in this column.
Total/Percentage Calls Handled With Queue Time—0–15 sec	Number of handled calls with a queue time that is less than or equal to 15 seconds.
Total/Percentage Calls Handled With Queue Time—% 0–15 sec	Percentage of handled calls with a queue time that is less than or equal to 15 seconds.
Total/Percentage Calls Handled With Queue Time—0–30 sec	Number of handled calls with a queue time that is less than or equal to 30 seconds.
Total/Percentage Calls Handled With Queue Time—% 0–30 sec	Percentage of handled calls with a queue time that is less than or equal to 30 seconds.
Total/Percentage Calls Handled With Queue Time—0–45 sec	Number of handled calls with a queue time that is less than or equal to 45 seconds.
Total/Percentage Calls Handled With Queue Time—% 0–45 sec	Percentage of handled calls with a queue time that is less than or equal to 45 seconds.
Total/Percentage Calls Handled With Queue Time—0–60 sec	Number of handled calls with a queue time that is less than or equal to 60 seconds.
Total/Percentage Calls Handled With Queue Time—% 0–60 sec	Percentage of handled calls with a queue time that is less than or equal to 60 seconds.
Calls Abandoned	Calls that are abandoned from the CSQ. A call is abandoned if it was routed to the CSQ, but was not answered by an agent because the caller hung up or was disconnected. Summary info—Sum of values in this column.
Total/Percentage Calls Abandoned With Queue Time—0–15 sec	Number of abandoned calls with a queue time that is less than or equal to 15 seconds.
Total/Percentage Calls Abandoned With Queue Time—% 0–15 sec	Percentage of abandoned calls with a queue time that is less than or equal to 15 seconds.
Total/Percentage Calls Abandoned With Queue Time—0–30 sec	Number of abandoned calls with a queue time that is less than or equal to 30 seconds.
Total/Percentage Calls Abandoned With Queue Time—% 0–30 sec	Percentage of abandoned calls with a queue time that is less than or equal to 30 seconds.
Total/Percentage Calls Abandoned With Queue Time—0–45 sec	Number of abandoned calls with a queue time that is less than or equal to 45 seconds.
Total/Percentage Calls Abandoned With Queue Time—% 0–45 sec	Percentage of abandoned calls with a queue time that is less than or equal to 45 seconds.
Total/Percentage Calls Abandoned With Queue Time—0–60 sec	Number of abandoned calls with a queue time that is less than or equal to 60 seconds.
Total/Percentage Calls Abandoned With Queue Time—% 0–60 sec	Percentage of abandoned calls with a queue time that is less than or equal to 60 seconds.

Filter criteria

You can filter using any one of the following parameters:

Filter parameter	Result
CSQ Names	Displays information for the specified CSQs.
Time Interval In Seconds	Specify the number of seconds. The default value is 15 seconds.

Grouping criteria

None