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=Statistiques de file d’attente=
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=Queue Statistics=
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{| class="wikitable sortable"  
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! Définition || de statistiques || de rapport
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! Report || Statistic || Definition
 
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| Activité de rappel || Dans la file d’attente || Le nombre total d’interactions vocales réelles (actuelles) ou virtuelles en attente à un DN de distribution. Il s’agit généralement d’un VQ.
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| Callback Activity || In Queue || The total number of live (current) or virtual voice interactions currently waiting at a distribution DN, typically a VQ.
 
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| Activité de rappel || Présenté || Le nombre total de clients à qui un rappel a été proposé.
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| Callback Activity || Offered || Total number of customers offered a Callback.
 
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| Activité de rappel || Accepté || Le nombre total de clients ayant accepté un rappel.
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| Callback Activity || Accepted || Total number of customers that accepted a callback.
 
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| Activité de rappel || Refusé || Le nombre total de clients ayant choisi de rester en attente (rappel immédiat refusé).
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| Callback Activity || Declined || Total number of Customers that chose to remain on Hold (Declined an Immediate Callback)
 
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| Activité de rappel || Connecté || Le nombre total d’appels ayant pu être connectés à la file d’attente de rappel.
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| Callback Activity || Connected || Total number of calls that successfully connected to the callback queue.
 
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| Activité de rappel || Répondu || Le nombre total d’appels qui ont été répondus par un agent.
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| Callback Activity || Answered || Total number of calls that were answered by an agent.
 
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| Activité de rappel || Annulé || Le nombre de clients ayant reçu un rappel mais qui ont décidé d’annuler.
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| Callback Activity || Cancelled || Total number of customers that received a callback but chose to cancel.
 
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| Activité de rappel ||Abandon de la sonnerie|| Le nombre total d’appels ayant abandonné après réception d’un rappel mais ayant abandonné avant qu’un agent ne réponde.
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| Callback Activity || Abandoned From Ringing || Total number of calls that abandoned after receiving a callback but abandoned before an agent answered.
 
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| Activité de rappel || Accepté actuellement || Le nombre actuel de clients ayant accepté un rappel.
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| Callback Activity || Current Accepted || Current number of customers that accepted a callback.
 
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| Activité de rappel || Connecté actuellement || Le nombre actuel d’appels ayant pu être connectés à la file d’attente de rappel.
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| Callback Activity || Current Connected || Current number of calls that successfully connected to the callback queue.
 
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| Activité de rappel || Temps d’attente || Le temps total que toutes les interactions ont passé dans la file d’attente.  Ce n’est pas une durée moyenne.
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| Callback Activity || Wait Time || Total amount of time all interactions spent in queue.  This is not an average.
 
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| Activité de rappel || Temps d’attente répondu || Le temps total que les interactions ayant reçu une réponse ont passé dans la file d’attente.  Ce n’est pas une durée moyenne.
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| Callback Activity || Wait Time Answered || Total amount of time interactions that were answered spent in queue.  This is not an average.
 
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| Activité de rappel || Temps d’attente refusé || Le temps total que les interactions ayant refusé un rappel ont passé dans la file d’attente.  Ce n’est pas une durée moyenne.
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| Callback Activity || Wait Time Declined || Total amount of time interactions that declined a callback spent in queue.  This is not an average.
 
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| Activité de rappel || Total effacé ||  
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| Callback Activity || Total Cleared ||  
 
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| KPI de file d’attente || Niveau de service || Le taux d’appels répondus par rapport aux appels distincts entrés dans la file d’attente ou le point de routage.
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| Queue KPIs || Service Level || A ratio of calls answered to distinct calls entered queue or route point.
 
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| KPI de file d’attente || Niveau de service (10 s) || Le taux d’appels répondus dans les 10 secondes par rapport aux appels distincts entrés dans la file d’attente ou le point de routage.
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| Queue KPIs || Service Level (10s) || A ratio of calls answered within 10 seconds to distinct calls entered queue or route point.
 
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| KPI de file d’attente || Niveau de service (20 s) || Le taux d’appels répondus dans les 20 secondes par rapport aux appels distincts entrés dans la file d’attente ou le point de routage.
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| Queue KPIs || Service Level (20s) || A ratio of calls answered within 20 seconds to distinct calls entered queue or route point.
 
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| KPI de file d’attente || Niveau de service (30 s) || Le taux d’appels répondus dans les 30 secondes par rapport aux appels distincts entrés dans la file d’attente ou le point de routage.
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| Queue KPIs || Service Level (30s) || A ratio of calls answered within 30 seconds to distinct calls entered queue or route point.
 
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| KPI de file d’attente || Niveau de service (45 s) || Le taux d’appels répondus dans les 45 secondes par rapport aux appels distincts entrés dans la file d’attente ou le point de routage.
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| Queue KPIs || Service Level (45s) || A ratio of calls answered within 45 seconds to distinct calls entered queue or route point.
 
|-
 
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| KPI de file d’attente || Niveau de service (60 s) || Le taux d’appels répondus dans les 60 secondes par rapport aux appels distincts entrés dans la file d’attente ou le point de routage.
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| Queue KPIs || Service Level (60s) || A ratio of calls answered within 60 seconds to distinct calls entered queue or route point.
 
|-
 
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| KPI de file d’attente || Arrive séparé || Le nombre total de premières entrées d’interactions vocales dans une file d’attente spécifique ou un point de routage spécifié. L’option DistinguishByConnID étant activée, Stat Server ne compte chaque appel qu’une seule fois, même si une interaction est entrée dans une file d’attente, un point de routage ou un groupe de files d’attente spécifique plus d’une fois.
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| Queue KPIs || Distinct Entered || The total number of first entries of voice interactions on a specified queue or at a specified route point. Because the DistinguishByConnID option is turned on, Stat Server counts each call only once, even if an interaction entered a specified queue or route point or group of queues more than one time.
 
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| KPI de file d’attente || Arrivé || Le nombre total d’appels entrés dans une file d’attente spécifique ou un point de routage spécifié. En général, vous pourriez avoir plusieurs appels entrant dans la même file d’attente pour une seule interaction vocale changeant de cible après un délai d’attente spécifique.
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| Queue KPIs || Entered || The total number of calls entered on a specified queue or at a specified route point. Typically, you might have several calls entering in the same queue for one single voice interaction to change target after a specific timeout.
 
|-
 
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| KPI de file d’attente || Abandonné || Le nombre total d’interactions vocales virtuelles ou réelles abandonnées dans une file d’attente ou un point de routage spécifique lorsqu’un appelant raccroche alors qu’il attendait dans cette file d’attente ou ce point de routage, ou si la ligne clientèle est déconnectée pour une raison quelconque. Cette mesure n’inclut pas les interactions vocales abandonnées lors de la sonnerie.
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| Queue KPIs || Abandoned || The total number of virtual or live voice interactions abandoned on a specified queue or route point when a caller hangs up while waiting on that queue or at that route point or if the customer line is dropped for any reason. This metric does not include the voice interactions abandoned while ringing.
 
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| KPI de file d’attente || Abandonné sonnerie || Le nombre total d’interactions vocales virtuelles ou réelles abandonnées alors qu’un agent desktop sonne lorsque la ligne clientèle est déconnectée pour une raison quelconque.
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| Queue KPIs || Abandoned Ringing || The total number of virtual or live voice interactions abandoned while an agent desktop is ringing when the customer line is dropped for any reason.
 
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| KPI de file d’attente || Effacé || Le nombre total d’interactions vocales effacées de cette virtual queue. Le concept d’appels effacés s’applique aux stratégies de routage où une interaction peut attendre dans une virtual queue pour que l’une des cibles devienne disponible. Lorsqu’une cible devient disponible, l’appel est distribué à cette cible et est « effacé » des autres cibles.
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| Queue KPIs || Cleared || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
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| KPI de file d’attente || Traité || Le nombre total d’interactions vocales virtuelles ou réelles distribuées directement depuis une file d’atteinte ou un point de routage à un agent et traitées par un agent.
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| Queue KPIs || Answered || The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent.
 
|-
 
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| KPI de file d’attente || Traité < 10 s ||Le nombre total d’interactions vocales virtuelles ou réelles distribuées directement depuis une file d’atteinte ou un point de routage à un agent et traitées par un agent en moins de 10 secondes.
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| Queue KPIs || Answered < 10s || The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 10 seconds.
 
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| KPI de file d’attente || Traité 10 et 20s || Le nombre total d’interactions vocales virtuelles ou réelles distribuées directement depuis une file d’atteinte ou un point de routage à un agent et traitées par un agent dans un délai de 10 à 20 secondes.
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| Queue KPIs || Answered 10 and 20s || The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent between 10 and 20 seconds.
 
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| KPI de file d’attente || Traité < 30 s ||Le nombre total d’interactions vocales virtuelles ou réelles distribuées directement depuis une file d’atteinte ou un point de routage à un agent et traitées par un agent en moins de 30 secondes.
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| Queue KPIs || Answered < 30s || The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 30 seconds.
 
|-
 
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| KPI de file d’attente || Traité < 60 s ||Le nombre total d’interactions vocales virtuelles ou réelles distribuées directement depuis une file d’atteinte ou un point de routage à un agent et traitées par un agent en moins de 60 secondes.
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| Queue KPIs || Answered < 60s || The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 60 seconds.
 
|-
 
|-
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| KPI de file d’attente || Appels en cours || Le nombre total d’interactions vocales réelles (actuelles) ou virtuelles en attente à un DN de distribution. Il s’agit généralement d’un VQ.
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| Queue KPIs || Current Calls || The total number of live (current) or virtual voice interactions currently waiting at a distribution DN, typically a VQ.
 
|-
 
|-
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| KPI de file d’attente || TAM en cours || Le temps moyen des appels réels actuellement en attente à un DN de distribution, généralement un VQ.
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| Queue KPIs || Current AWT || The average time of live calls currently waiting at a distribution DN, typically a VQ.
 
|-
 
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| KPI de file d’attente || Appels max. || Le nombre maximum d’interactions vocales attendant simultanément dans cette file d’attente cette journée.
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| Queue KPIs || Max Calls || The maximum number of voice interactions simultaneously waiting in this queue for the day.
 
|-
 
|-
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| KPI de file d’attente || Appels min. || Le nombre minimum d’interactions vocales attendant simultanément dans cette file d’attente au cours de la dernière heure.
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| Queue KPIs || Min Calls || The minimum number of voice interactions simultaneously waiting in this queue during the last hour.
 
|-
 
|-
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| KPI de file d’attente || Transmis || Le nombre total d’interactions vocales réelles distribuées depuis un DN de distribution à un agent, et ensuite transmises vers une autre destination par redirection ou transfert.
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| Queue KPIs || Forwarded || The total number of live, voice interactions that were distributed from a distribution DN to an agent and then transferred to another destination by redirection or forwarding.
 
|-
 
|-
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| KPI de file d’attente || Attente d’appel la plus ancienne || Le temps d’attente maximum pour les interactions vocales réelles ou virtuelles se trouvant actuellement dans une file d’attente ou un point de routage.
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| Queue KPIs || Oldest Call Waiting || The maximum waiting time for live or virtual voice interactions currently on a queue or at a route point.
 
|-
 
|-
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| KPI de file d’attente || Temps de réponse max. || Le temps maximum passé par les interactions vocales virtuelles ou réelles à attendre dans une file d’attente ou un point de routage avant d’être traitées par cet agent.
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| Queue KPIs || Max Answer Time || The maximum time that live or virtual voice interactions waited in a queue or at a route point before being answered by this agent.
 
|-
 
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| KPI de file d’attente || VRM || Le temps d’attente moyen d’un appel vocal dans une file d’attente ou un point de routage spécifié avant d’être traité.
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| Queue KPIs || ASA || The average amount of time a voice call waits on a specified queue or at a specified route point before the interaction is answered.
 
|-
 
|-
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| KPI de file d’attente || TTM || Le temps de traitement moyen d’une interaction distribuée directement depuis ce DN de médiation.
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| Queue KPIs || AHT || The average amount of time spent handling an Interaction distributed directly from this mediation DN.
 
|-
 
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| KPI de file d’attente || AWA || Le temps d’attente moyen d’un appel vocal dans une file d’attente ou un point de routage spécifié avant d’être abandonné.
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| Queue KPIs || AWA || The average amount of time a voice call waits on a specified queue or at a specified route point before the interaction is abandoned.
 
|-
 
|-
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| KPI de file d’attente || AWT || Le temps d’attente moyen d’une interaction dans une file d’attente ou un point de routage spécifié.
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| Queue KPIs || AWT || The average amount of time an interaction waits on a specified queue or at a specified route point.
 
|-
 
|-
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| KPI de file d’attente || % Abandonné || Pourcentage d’appels entrés dans cette file d’attente ou ce point de routage et abandonnés alors qu’ils étaient dans la file ou faisaient sonner le DN de l’agent. (Cela inclut tous les appels entrés dans la file d’attente).
+
| Queue KPIs || % Abandoned || Percentage of calls that entered this queue or route point and were abandoned while in queue or while ringing on agent's DN. (it includes all calls entered in the queue).
 
|-
 
|-
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| KPI de file d’attente || % Effacé || Pourcentage d’appels entrés dans cette file d’attente ou ce point de routage et qui ont été effacés. (Cela inclut tous les appels entrés dans la file d’attente).
+
| Queue KPIs || % Cleared || Percentage of calls that entered this queue or route point and were cleared. (it includes all calls entered in the queue).
 
|-
 
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| KPI de file d’attente || Temps d’attente || Le temps d’attente total des appels dans la file d’attente.
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| Queue KPIs || Wait Time || The total time calls waited in the queue.
 
|-
 
|-
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| KPI de file d’attente || Agents connectés || Le nombre d’agents actuellement connectés dans une file d’attente déterminée.
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| Queue KPIs || Agents Logged In || The number of agents that are currently logged into a given queue.
 
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| KPI de file d’attente || Agents prêts || Le nombre d’agents actuellement prêts et connectés à la file d’attente spécifiée.
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| Queue KPIs || Agents Ready || The number of agents who are currently in the ready state and are logged in to the specified queue.
 
|-
 
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| KPI de file d’attente || % Agents prêts || Le nombre d’agents prêts par rapport aux agents actuellement connectés dans la file d’attente spécifiée.
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| Queue KPIs || % Agents Ready || The number of agents who are in the ready state versus the agents who are currently logged in to the specified queue.
 
|-
 
|-
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| Raison du débordement de la file d’attente || Arrive séparé || Le nombre total de premières entrées d’interactions vocales dans une file d’attente spécifique ou un point de routage spécifié. (Voir les schémas d’état du correspondant dans le livre de présentation de la série Reporting Technical Reference). L’option DistinguishByConnID étant activée, Stat Server ne compte chaque appel qu’une seule fois, même si une interaction est entrée dans une file d’attente, un point de routage ou un groupe de files d’attente spécifique plus d’une fois. Appliqué au groupe de files d’attente, ce type de statistique additionne le nombre de ces interactions pour toutes les files d’attente dans le groupe.
+
| Queue Overflow Reason || Entered || The total number of first entries of voice interactions on a specified queue or at a specified route point. (Refer to the party state diagrams in the Overview book of the Reporting Technical Reference series.) Because the DistinguishByConnID option is turned on, Stat Server counts each call only once, even if an interaction entered a specified queue or route point or group of queues more than one time. When applied to GroupQueues, this stat type sums the number of such interactions for all queues in the group.
 
|-
 
|-
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| Raison du débordement de la file d’attente || Effacé || Le nombre total d’interactions vocales effacées de cette virtual queue. Le concept d’appels effacés s’applique aux stratégies de routage où une interaction peut attendre dans une virtual queue pour que l’une des cibles devienne disponible. Lorsqu’une cible devient disponible, l’appel est distribué à cette cible et est « effacé » des autres cibles.
+
| Queue Overflow Reason || Cleared || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
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| Raison du débordement de la file d’attente || % Effacé || Pourcentage d’appels entrés dans une file d’attente ou un point de routage et qui ont été ensuite effacés.
+
| Queue Overflow Reason || % Cleared || Percentage of Calls that Entered Queue or Route Points and were subsequently Cleared.
 
|-
 
|-
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| Raison du débordement de la file d’attente || Débordement fermé || Le nombre total d’interactions vocales effacées de cette virtual queue. Le concept d’appels effacés s’applique aux stratégies de routage où une interaction peut attendre dans une virtual queue pour que l’une des cibles devienne disponible. Lorsqu’une cible devient disponible, l’appel est distribué à cette cible et est « effacé » des autres cibles.
+
| Queue Overflow Reason || Overflow Closed || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
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| Raison du débordement de la file d’attente || Dépassement jours spéciaux || Le nombre total d’interactions vocales effacées de cette virtual queue. Le concept d’appels effacés s’applique aux stratégies de routage où une interaction peut attendre dans une virtual queue pour que l’une des cibles devienne disponible. Lorsqu’une cible devient disponible, l’appel est distribué à cette cible et est « effacé » des autres cibles.
+
| Queue Overflow Reason || Overflow Special Day || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
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| Raison du débordement de la file d’attente || Débordement urgence || Le nombre total d’interactions vocales effacées de cette virtual queue. Le concept d’appels effacés s’applique aux stratégies de routage où une interaction peut attendre dans une virtual queue pour que l’une des cibles devienne disponible. Lorsqu’une cible devient disponible, l’appel est distribué à cette cible et est « effacé » des autres cibles.
+
| Queue Overflow Reason || Overflow Emergency || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
−
| Raison du débordement de la file d’attente || Débordement dissuadé || Le nombre total d’interactions vocales effacées de cette virtual queue. Le concept d’appels effacés s’applique aux stratégies de routage où une interaction peut attendre dans une virtual queue pour que l’une des cibles devienne disponible. Lorsqu’une cible devient disponible, l’appel est distribué à cette cible et est « effacé » des autres cibles.
+
| Queue Overflow Reason || Overflow Dissuaded || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
−
| Raison du débordement de la file d’attente || Débordement routage || Le nombre total d’interactions vocales effacées de cette virtual queue. Le concept d’appels effacés s’applique aux stratégies de routage où une interaction peut attendre dans une virtual queue pour que l’une des cibles devienne disponible. Lorsqu’une cible devient disponible, l’appel est distribué à cette cible et est « effacé » des autres cibles.
+
| Queue Overflow Reason || Overflow Route || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
−
| Raison du débordement de la file d’attente || Débordement boîte vocale || Le nombre total d’interactions vocales effacées de cette virtual queue. Le concept d’appels effacés s’applique aux stratégies de routage où une interaction peut attendre dans une virtual queue pour que l’une des cibles devienne disponible. Lorsqu’une cible devient disponible, l’appel est distribué à cette cible et est « effacé » des autres cibles.
+
| Queue Overflow Reason || Overflow Voicemail || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
−
| Raison du débordement de la file d’attente || Débordement message || Le nombre total d’interactions vocales effacées de cette virtual queue. Le concept d’appels effacés s’applique aux stratégies de routage où une interaction peut attendre dans une virtual queue pour que l’une des cibles devienne disponible. Lorsqu’une cible devient disponible, l’appel est distribué à cette cible et est « effacé » des autres cibles.
+
| Queue Overflow Reason || Overflow Message || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 
|-
 
|-
−
| Raison du débordement de la file d’attente || Débordement externalisé || Le nombre total d’interactions vocales effacées de cette virtual queue. Le concept d’appels effacés s’applique aux stratégies de routage où une interaction peut attendre dans une virtual queue pour que l’une des cibles devienne disponible. Lorsqu’une cible devient disponible, l’appel est distribué à cette cible et est « effacé » des autres cibles.
+
| Queue Overflow Reason || Overflow Outsourced || The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
 +
|-
 +
| IWD Queue Activity || Entered || The total number of work item interactions that entered the queue during the specified period.
 +
|-
 +
| IWD Queue Activity || Stopped || The total number of work item interactions for which processing has stopped while in this queue during the reported time period.
 +
|-
 +
| IWD Queue Activity || Moved || The total number of work items that were moved from this queue to any other queue during the specified period.
 +
|-
 +
| IWD Queue Activity || Max Processed || The maximum number of work items that either were awaiting processing or were in processing within the contact center during the specified period.
 +
|-
 +
| IWD Queue Activity || Min Processed || The minimum number of work items that were either waiting processing or in processing within the specified period.
 +
|-
 +
| IWD Queue Activity || Current Waiting || The total number of work item interactions that are currently waiting to be processed.
 +
|-
 +
| IWD Queue Activity || Current In Queue || The total number of work item interactions that are currently in interaction queue.
 
|}
 
|}
  
 
[[Category:V:EZP:DRAFT]]
 
[[Category:V:EZP:DRAFT]]

Version du août 2, 2018 à 20:04

Queue Statistics

Report Statistic Definition
Callback Activity In Queue The total number of live (current) or virtual voice interactions currently waiting at a distribution DN, typically a VQ.
Callback Activity Offered Total number of customers offered a Callback.
Callback Activity Accepted Total number of customers that accepted a callback.
Callback Activity Declined Total number of Customers that chose to remain on Hold (Declined an Immediate Callback)
Callback Activity Connected Total number of calls that successfully connected to the callback queue.
Callback Activity Answered Total number of calls that were answered by an agent.
Callback Activity Cancelled Total number of customers that received a callback but chose to cancel.
Callback Activity Abandoned From Ringing Total number of calls that abandoned after receiving a callback but abandoned before an agent answered.
Callback Activity Current Accepted Current number of customers that accepted a callback.
Callback Activity Current Connected Current number of calls that successfully connected to the callback queue.
Callback Activity Wait Time Total amount of time all interactions spent in queue. This is not an average.
Callback Activity Wait Time Answered Total amount of time interactions that were answered spent in queue. This is not an average.
Callback Activity Wait Time Declined Total amount of time interactions that declined a callback spent in queue. This is not an average.
Callback Activity Total Cleared
Queue KPIs Service Level A ratio of calls answered to distinct calls entered queue or route point.
Queue KPIs Service Level (10s) A ratio of calls answered within 10 seconds to distinct calls entered queue or route point.
Queue KPIs Service Level (20s) A ratio of calls answered within 20 seconds to distinct calls entered queue or route point.
Queue KPIs Service Level (30s) A ratio of calls answered within 30 seconds to distinct calls entered queue or route point.
Queue KPIs Service Level (45s) A ratio of calls answered within 45 seconds to distinct calls entered queue or route point.
Queue KPIs Service Level (60s) A ratio of calls answered within 60 seconds to distinct calls entered queue or route point.
Queue KPIs Distinct Entered The total number of first entries of voice interactions on a specified queue or at a specified route point. Because the DistinguishByConnID option is turned on, Stat Server counts each call only once, even if an interaction entered a specified queue or route point or group of queues more than one time.
Queue KPIs Entered The total number of calls entered on a specified queue or at a specified route point. Typically, you might have several calls entering in the same queue for one single voice interaction to change target after a specific timeout.
Queue KPIs Abandoned The total number of virtual or live voice interactions abandoned on a specified queue or route point when a caller hangs up while waiting on that queue or at that route point or if the customer line is dropped for any reason. This metric does not include the voice interactions abandoned while ringing.
Queue KPIs Abandoned Ringing The total number of virtual or live voice interactions abandoned while an agent desktop is ringing when the customer line is dropped for any reason.
Queue KPIs Cleared The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue KPIs Answered The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent.
Queue KPIs Answered < 10s The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 10 seconds.
Queue KPIs Answered 10 and 20s The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent between 10 and 20 seconds.
Queue KPIs Answered < 30s The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 30 seconds.
Queue KPIs Answered < 60s The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 60 seconds.
Queue KPIs Current Calls The total number of live (current) or virtual voice interactions currently waiting at a distribution DN, typically a VQ.
Queue KPIs Current AWT The average time of live calls currently waiting at a distribution DN, typically a VQ.
Queue KPIs Max Calls The maximum number of voice interactions simultaneously waiting in this queue for the day.
Queue KPIs Min Calls The minimum number of voice interactions simultaneously waiting in this queue during the last hour.
Queue KPIs Forwarded The total number of live, voice interactions that were distributed from a distribution DN to an agent and then transferred to another destination by redirection or forwarding.
Queue KPIs Oldest Call Waiting The maximum waiting time for live or virtual voice interactions currently on a queue or at a route point.
Queue KPIs Max Answer Time The maximum time that live or virtual voice interactions waited in a queue or at a route point before being answered by this agent.
Queue KPIs ASA The average amount of time a voice call waits on a specified queue or at a specified route point before the interaction is answered.
Queue KPIs AHT The average amount of time spent handling an Interaction distributed directly from this mediation DN.
Queue KPIs AWA The average amount of time a voice call waits on a specified queue or at a specified route point before the interaction is abandoned.
Queue KPIs AWT The average amount of time an interaction waits on a specified queue or at a specified route point.
Queue KPIs % Abandoned Percentage of calls that entered this queue or route point and were abandoned while in queue or while ringing on agent's DN. (it includes all calls entered in the queue).
Queue KPIs % Cleared Percentage of calls that entered this queue or route point and were cleared. (it includes all calls entered in the queue).
Queue KPIs Wait Time The total time calls waited in the queue.
Queue KPIs Agents Logged In The number of agents that are currently logged into a given queue.
Queue KPIs Agents Ready The number of agents who are currently in the ready state and are logged in to the specified queue.
Queue KPIs % Agents Ready The number of agents who are in the ready state versus the agents who are currently logged in to the specified queue.
Queue Overflow Reason Entered The total number of first entries of voice interactions on a specified queue or at a specified route point. (Refer to the party state diagrams in the Overview book of the Reporting Technical Reference series.) Because the DistinguishByConnID option is turned on, Stat Server counts each call only once, even if an interaction entered a specified queue or route point or group of queues more than one time. When applied to GroupQueues, this stat type sums the number of such interactions for all queues in the group.
Queue Overflow Reason Cleared The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason % Cleared Percentage of Calls that Entered Queue or Route Points and were subsequently Cleared.
Queue Overflow Reason Overflow Closed The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason Overflow Special Day The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason Overflow Emergency The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason Overflow Dissuaded The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason Overflow Route The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason Overflow Voicemail The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason Overflow Message The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
Queue Overflow Reason Overflow Outsourced The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.
IWD Queue Activity Entered The total number of work item interactions that entered the queue during the specified period.
IWD Queue Activity Stopped The total number of work item interactions for which processing has stopped while in this queue during the reported time period.
IWD Queue Activity Moved The total number of work items that were moved from this queue to any other queue during the specified period.
IWD Queue Activity Max Processed The maximum number of work items that either were awaiting processing or were in processing within the contact center during the specified period.
IWD Queue Activity Min Processed The minimum number of work items that were either waiting processing or in processing within the specified period.
IWD Queue Activity Current Waiting The total number of work item interactions that are currently waiting to be processed.
IWD Queue Activity Current In Queue The total number of work item interactions that are currently in interaction queue.
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