Skill Queue Call Volume
The Skill* Queue Call Volume report is a time interval report. This means that the report lists performance-related Skill Queue statistics for various time intervals (i.e., hours of day, minutes of hour, days of week, months of year, etc.). The desired time interval can be selected when running the report.
This report provides visibility into the overall traffic of your Skill Queue(s) This will provide you the ability to see the skill queue high/low traffic times. Columns on this report display queue call count, total/max/average time in queue, average group speed of answer, total answered calls, calls lost (abandoned) in/out of queue, percent of calls lost (abandoned) in queue, percent answered, longest wait in queue, average talking duration, Queue Callback port acquired, Queue Callback port NA, and callbacks scheduled/attempted/accepted.
**Skills and Queue Callback both require additional licensing. If the Skills-Based Agent and the Queue Callback licenses have not been purchased, and the report is run, columns on the report will appear empty.
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Column Descriptions
Time Interval
On the report, the default time interval is "Hours of Day." However, this column will display the time interval selected when running the report.
Queued Calls
Shows the total number of calls that went into queue for the selected skills during the specified time interval.
Time in Queue
Shows the total amount of time that calls waited in queue for the selected skill
Avg Time in Queue
Shows the average amount of time that calls waited in queue for the selected skill
Max Calls in Queue
Shows the largest number of calls associated with the given skill that were simultaneously waiting in queue.
Avg Group Speed of Answer
Shows the average time it took for the agent in the given group to answer their phones when a call came to their group.
Group speed of answer is defined as the total duration of the Ringing and Queue events associated with the group or the agents in the group before the call's first Talking event. By default, this column only applies to Inbound calls. *It can be set to look at other call directions.
*To set to include other call directions, you need the Custom Reports module.
Group Speed of Answer
This column only concerns events associated with an agent or group. It does not include events that have no particular agent or group association, such as Auto Attendant events.
Total Answered Calls
Shows the total number of inbound calls associated with the given group that contained at least one Talking event. These are calls that were handled by a live agent.
Calls Lost in Queue
Shows the total number of calls that were lost (abandoned) where the final event was queue.
Abandoned Call
An abandoned call is an inbound call that does not end in a talking or voicemail event. This could be any call ending in a hold event, queue event, ringing event, park event, etc.
Additionally, abandoned calls can be calls that were at one point answered. For example, if the receiving agent answers the call, then places the calling party on hold, then the calling party hangs up while in the hold state, this would be considered an abandoned call, again, because it ended in an event other than a talking or voicemail event.
Calls Lost Outside of Queue
Shows the total number of calls that were lost (abandoned) where the final event was not queue.
Percent of Calls Lost In Queue
Shows the percent of calls that were lost (abandoned) where the final event was queue.
Percent Answered
Shows the percentage of the skill's total calls that include at least one Talking event with an agent in the skill, meaning they were answered by the agent. By default, this column will only include inbound calls, *but it can be set to include other call directions.
*To set to include other call directions, you need the Custom Reports module.
Percent Answered
A call that rang at multiple groups' phones before being answered will count once for each group. The call will only count as answered for the group that actually answered the phone; the call will count as missed for the other groups.
Longest Wait In Queue
This shows the total duration of the call with the longest wait time before being answered, which means that the call sat in a queue event longer than others.
Avg Talking Duration
Shows the average duration of all Talking events associated with the given skill.
Queue Callback Port Acquired
Shows the total number of times that a queue callback port was acquired by a caller waiting in the queue.
Queue Callback Port NA
Shows the total number of times that a queue callback port was Not Available for a caller in the queue
Callback Scheduled
Shows the total number of callbacks scheduled by the caller during the selected time interval(s). This will count calls where the caller confirms their callback number.
Callback Attempt
Shows the total number of times that Chronicall attempted to call back the callers that requested the callback
Callback Accepted
Shows the total number of callbacks accepted by the callers that requested the callback.
Updated about 5 years ago