Queue Calls by Hour

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Displays a matrix of queue statistic by hour.

Row	Description
00-23	Hour Number. For example, 00 includes calls from 12:00am to 12:59am

Column	Description
Total Call Count	Number of Queue Calls
Unanswered Call Count	Number of Unanswered Calls. Includes abandoned and timed out Calls.
Answered Call Count	Number of calls answered by an agent.
Abandoned Call Count	Number of calls where the caller disconnected when waiting in queue.
Queue Timeout Call Count	Number of calls that timed out in the queue.
Queue Timeout With No Available Agents Call Count	Number of calls that timed out immediately because no agents were either signed into the queue or had an available agent status.
Callback Call Count	Number of calls that requested a callback.
Voicemail Requested Call Count	Number of calls that requested to leave a voicemail while waiting in queue.
Outside Business Hours Call Count	Number of calls that were outside business hours based on a business hours set assigned to the queue.