Queue Metrics Summary Report

Queue Metrics Summary Report is a summary of queue load, and performance information calculated daily.

To generate Queue Metrics Summary Report:

On the Reports tab, click New Report.
In the list of reports, choose the Queue Metrics Summary Report.
Enter the Report Name and Report Description.
Select a Time Period.
Select Data Filters.
Select Report Generation and choose from the following options:
- - Schedule
    - Run On Demand
    - Schedule
  - Select Format
    - PDF
    - CSV
  - Send To (single email address or a mailing list).
Click Create.
An instance of the Queue Metrics Summary Report is generated.
Click the Run icon next to the instance of the report.
While generating reports you have two options, Run On Demand and Schedule.
Run On Demand: While creating a new report or editing an existing report, the schedule of the report can be set to run on demand.
Schedule: While creating a new report or editing an existing report, the schedule of the report can be changed. The use of the schedule is the standard way to generate a report. If the report is scheduled for later then it will automatically be generated on the scheduled day and time without the need to click Run.
Click the PDF icon and generate the output of that report, as shown below.

The Queue Metrics Summary Report is generated and is available for download.

Field	Description	Example	Weekly Summary	Monthly Summary
Date	Date for which metrics are being consolidated.	“01/31/2023”	Not Applicable (NA)	Not Applicable (NA)
Offered	All conversations that entered this queue.	NNN (2)	SUM	SUM
Answered	All conversations that were accepted by agents to this queue.	NNN (2)	SUM	SUM
Abandoned	All conversations that were abandoned by callers while in this queue or with agents.	NNN (1)	SUM	SUM
Abandon %	Number abandoned / Number offered x 100.	NNN (50)	SUM	SUM
ASA	Average Speed to Answer – average wait time in a queue.	“NN:NN:NN” (00:00:11)	SUM	SUM
Talk time	Average Talk time – time agents in this queue spent interacting with the end user.	“NN:NN:NN” (00:00:11)	SUM	SUM
ACW	The average duration of After Contact Work that each agent performed for calls on this queue.	“NN:NN:NN” (00:00:11)	SUM	SUM
AHT	The Average Handle Time that each agent performed for calls on this queue.	“NN:NN:NN” (00:00:11)	SUM	SUM
Hold time	The average Hold time for all calls while in this queue.	“NN:NN:NN” (00:00:11)	SUM	SUM
Transfers	The number of conversations transferred from this queue.	NNN (50)	SUM	SUM
Transfer %	Number Transferred / Number Offered x 100.	NN (6)	SUM	SUM

Queue Metrics Summary Report is a summary of queue load, and performance information calculated daily.

To generate Queue Metrics Summary Report:

On the Reports tab, click New Report.
In the list of reports, choose the Queue Metrics Summary Report.
Enter the Report Name and Report Description.
Select a Time Period.
Select Data Filters.
Select Report Generation and choose from the following options:
- - Schedule
    - Run On Demand
    - Schedule
  - Select Format
    - PDF
    - CSV
  - Send To (single email address or a mailing list).
Click Create.
An instance of the Queue Metrics Summary Report is generated.
Click the Run icon next to the instance of the report.
While generating reports you have two options, Run On Demand and Schedule.
Run On Demand: While creating a new report or editing an existing report, the schedule of the report can be set to run on demand.
Schedule: While creating a new report or editing an existing report, the schedule of the report can be changed. The use of the schedule is the standard way to generate a report. If the report is scheduled for later then it will automatically be generated on the scheduled day and time without the need to click Run.
Click the PDF icon and generate the output of that report, as shown below.

The Queue Metrics Summary Report is generated and is available for download.

Field	Description	Example	Weekly Summary	Monthly Summary
Date	Date for which metrics are being consolidated.	“01/31/2023”	Not Applicable (NA)	Not Applicable (NA)
Offered	All conversations that entered this queue.	NNN (2)	SUM	SUM
Answered	All conversations that were accepted by agents to this queue.	NNN (2)	SUM	SUM
Abandoned	All conversations that were abandoned by callers while in this queue or with agents.	NNN (1)	SUM	SUM
Abandon %	Number abandoned / Number offered x 100.	NNN (50)	SUM	SUM
ASA	Average Speed to Answer – average wait time in a queue.	“NN:NN:NN” (00:00:11)	SUM	SUM
Talk time	Average Talk time – time agents in this queue spent interacting with the end user.	“NN:NN:NN” (00:00:11)	SUM	SUM
ACW	The average duration of After Contact Work that each agent performed for calls on this queue.	“NN:NN:NN” (00:00:11)	SUM	SUM
AHT	The Average Handle Time that each agent performed for calls on this queue.	“NN:NN:NN” (00:00:11)	SUM	SUM
Hold time	The average Hold time for all calls while in this queue.	“NN:NN:NN” (00:00:11)	SUM	SUM
Transfers	The number of conversations transferred from this queue.	NNN (50)	SUM	SUM
Transfer %	Number Transferred / Number Offered x 100.	NN (6)	SUM	SUM