Queue Metrics Summary Report

Back to Reports List The Queue Metrics Summary Report is a daily summary of queue load and performance information.

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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

Field	Description	Example	Weekly Summary	Monthly Summary
`Date`	Date for which metrics are being consolidated.	`01/31/2023`	NA	NA
`Offered`	All conversations that entered this queue.	2	SUM	SUM
`Answered`	All conversations accepted by agents in this queue.	2	SUM	SUM
`Abandoned`	All conversations abandoned by callers while in this queue or with agents.	1	SUM	SUM
`Abandon %`	Number abandoned / Number offered * 100.	50	SUM	SUM
`ASA`	Average Speed to Answer-average wait time in a queue.	`00:00:11`	SUM	SUM
`Talk time`	Average talk time-time agents in this queue spent interacting with the end user.	`00:00:11`	SUM	SUM
`ACW`	Average duration of After Contact Work performed by each agent for calls on this queue.	`00:00:11`	SUM	SUM
`AHT`	Average Handle Time for each agent for calls on this queue.	`00:00:11`	SUM	SUM
`Hold time`	Average hold time for all calls while in this queue.	`00:00:11`	SUM	SUM
`Transfers`	Number of conversations transferred from this queue.	50	SUM	SUM
`Transfer %`	Number transferred / Number offered * 100.	6	SUM	SUM

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