Queue Statistics report

This report shows the “raw” queue data per interval. This is useful to validate the queue statistics in WFM based on the queue statistics in the ACD platform. All interval data is summarized per day to facilitate further calculations.

The report answers questions like:

What are the basic stats of each queue for each interval of a day?

NOTE The report does not show the statistics per skill.

Use the Not defined option in the skill and workload selection to show logged queue data which is not connected to any skill and workload.

Page location

WFM > Reports > Queue statistics

This feature is available to Calabrio GovSuite users.

Fields in this report

Field	Description
Offered calls	The total number of contacts that have been placed in a queue by the ACD platform, which can then either be handled or abandoned.
Answered calls	The total number of answered contacts. This can include for example calls, emails, or chats, depending on the selection.
Answered calls within service level threshold	The number of contacts that are answered within the service level target set in the ACD platform.
Abandoned calls	The number of calls where the caller hung up and abandoned the queue. This could also include for example chats, depending on the selection.
Abandoned calls within service level threshold	The number of contacts that have been abandoned within the service level target set in the ACD platform. This does not include abandoned short calls.
Abandoned short calls	Short calls or abandoned short calls are calls where the caller hangs up when they have only been in queue for a very short time. The threshold is set in the ACD platform.
Overflow out calls	The number of calls that have been routed out to another queue in the ACD platform.
Overflow in calls	The number of calls that have been routed in from another queue in the ACD platform.
Speed of answer	The total time it takes for the contacts to be picked up to be handled for the selected time period. That is, the total time all contacts wait in queue.
Talk time	The total time agents spend talking to customers. Hold time is usually included in the talk time, but this depends on how the integration is configured.
After call work	The total time agents have spent on a customer contact after they have finished talking to the customer.
Handle time	The total time that agents spend on calls, including the after call work.
Time to abandon	The total time customers waited before abandoning the call or chat.
Longest delay in queue, answered	The longest time a call has been in queue before being answered, for the selected time period.
Longest delay in queue, abandoned	The longest time a call has been in queue before being abandoned, for the selected time period.