Back to Reports List The Queue Metrics Summary Report is a daily summary of queue load and performance information.Documentation Index
Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
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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
| Field | Description | Example | Weekly Summary | Monthly Summary |
|---|---|---|---|---|
Date | Date for which metrics are being consolidated. | 01/31/2023 | NA | NA |
Offered | All conversations that entered this queue. | 2 | SUM | SUM |
Answered | All conversations accepted by agents in this queue. | 2 | SUM | SUM |
Abandoned | All conversations abandoned by callers while in this queue or with agents. | 1 | SUM | SUM |
Abandon % | Number abandoned / Number offered * 100. | 50 | SUM | SUM |
ASA | Average Speed to Answer-average wait time in a queue. | 00:00:11 | SUM | SUM |
Talk time | Average talk time-time agents in this queue spent interacting with the end user. | 00:00:11 | SUM | SUM |
ACW | Average duration of After Contact Work performed by each agent for calls on this queue. | 00:00:11 | SUM | SUM |
AHT | Average Handle Time for each agent for calls on this queue. | 00:00:11 | SUM | SUM |
Hold time | Average hold time for all calls while in this queue. | 00:00:11 | SUM | SUM |
Transfers | Number of conversations transferred from this queue. | 50 | SUM | SUM |
Transfer % | Number transferred / Number offered * 100. | 6 | SUM | SUM |