Queue Metrics Interval Report

Back to Reports List The Queue Metrics Interval Report provides queue performance metrics at sub-daily intervals (15 minutes to 4 hours), including service level data highlighting both met and unmet targets.

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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

Key Fields

Field	Description
`Date`	The date
`Start Time`	Start time of the interval (`format: NN am/pm`)
`Queue`	Name of the queue
`Channel`	Channel type (Voice, Chat, etc.)

Data Fields

Field	Description
`Offered`	Number of calls offered during this interval.
`Answered`	Number of calls answered during this interval.
`Calls Answered within Threshold`	Number of calls answered within the Required Service Level (RSL) time threshold.
`Calls Answered Beyond Threshold`	Number of calls answered after the RSL time threshold. The answer event must be within the time bucket.
`Abandoned in Queue`	Number of calls abandoned in this queue during this interval.
`Calls Abandoned within Threshold`	Number of calls abandoned within the RSL time threshold. The abandon event must be within the time bucket.
`Calls Abandoned beyond Threshold`	Number of calls abandoned after the RSL time threshold. The abandon event must be within the time bucket.
`Abandoned Time`	Total time that abandoned-in-queue calls waited before being abandoned during this interval.
`Average Abandoned Time`	Average time that abandoned-in-queue calls waited before being abandoned during this interval. The denominator is the number of calls abandoned in a queue.
`Transferred Out`	Number of calls transferred from this queue to other queues during this interval.
`Terminated`	Number of calls terminated in this queue during this interval.
`Average Duration`	Average duration of calls (from session start to session end) for all conversations completed in this interval, not counting ACW.
`Average Talk Time`	Total talk time during this interval (excluding hold time, ACW, and snooze time) / number of answered calls, for all conversations completed in this interval.
`Average ACW`	Average ACW time for all conversations with non-zero ACW time, for all conversations completed in this interval.
`Conversations with ACW`	Count of conversations with non-zero ACW time, for all conversations completed in this interval.
`ASA`	Average speed to answer (average queue wait time) for all conversations completed in this interval.
`Average Handle Time`	Average handle time for all conversations completed in this interval.
`Average Messages`	Count of all messages for all conversations completed in this interval / answered conversations.
`Average Saved Messages`	Count of all saved (standard) messages for all conversations completed in this interval / answered conversations.
`Average CSAT`	Average CSAT on all calls / number of calls with CSAT info, for all conversations completed in this interval.
`Service level %`	Calls answered within the threshold / offered calls.

​Generate and Manage the Report

​Report Fields

​Key Fields

​Data Fields

Generate and Manage the Report

Report Fields

Key Fields

Data Fields