Back to Reports List The Queue Metrics Interval Report provides queue performance metrics at sub-daily intervals (15 minutes to 4 hours), including service level data highlighting both met and unmet targets.Documentation Index
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Generate and Manage the Report
Refer to Creating a New Report for instructions on generating this report. Refer to Manage Reports for instructions on managing this report. The report is available for download.
Report Fields
Key Fields
| Field | Description |
|---|---|
Date | The date |
Start Time | Start time of the interval (format: NN am/pm) |
Queue | Name of the queue |
Channel | Channel type (Voice, Chat, etc.) |
Data Fields
| Field | Description |
|---|---|
Offered | Number of calls offered during this interval. |
Answered | Number of calls answered during this interval. |
Calls Answered within Threshold | Number of calls answered within the Required Service Level (RSL) time threshold. |
Calls Answered Beyond Threshold | Number of calls answered after the RSL time threshold. The answer event must be within the time bucket. |
Abandoned in Queue | Number of calls abandoned in this queue during this interval. |
Calls Abandoned within Threshold | Number of calls abandoned within the RSL time threshold. The abandon event must be within the time bucket. |
Calls Abandoned beyond Threshold | Number of calls abandoned after the RSL time threshold. The abandon event must be within the time bucket. |
Abandoned Time | Total time that abandoned-in-queue calls waited before being abandoned during this interval. |
Average Abandoned Time | Average time that abandoned-in-queue calls waited before being abandoned during this interval. The denominator is the number of calls abandoned in a queue. |
Transferred Out | Number of calls transferred from this queue to other queues during this interval. |
Terminated | Number of calls terminated in this queue during this interval. |
Average Duration | Average duration of calls (from session start to session end) for all conversations completed in this interval, not counting ACW. |
Average Talk Time | Total talk time during this interval (excluding hold time, ACW, and snooze time) / number of answered calls, for all conversations completed in this interval. |
Average ACW | Average ACW time for all conversations with non-zero ACW time, for all conversations completed in this interval. |
Conversations with ACW | Count of conversations with non-zero ACW time, for all conversations completed in this interval. |
ASA | Average speed to answer (average queue wait time) for all conversations completed in this interval. |
Average Handle Time | Average handle time for all conversations completed in this interval. |
Average Messages | Count of all messages for all conversations completed in this interval / answered conversations. |
Average Saved Messages | Count of all saved (standard) messages for all conversations completed in this interval / answered conversations. |
Average CSAT | Average CSAT on all calls / number of calls with CSAT info, for all conversations completed in this interval. |
Service level % | Calls answered within the threshold / offered calls. |