Queue Interactions by Hour

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Displays a matrix of queue statistic by hour.

For report options (e.g., filtering), See Report Options

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

Column	Description
Total Count	Number of queue interactions
Unaccepted Count	Number of unanswered interactions. Includes abandoned and timed out interactions.
Accepted Count	Number of interactions handled by an agent.
Abandoned Count	Number of interactions where the contact disconnected when waiting in queue.
Timeout Count	Number of interactions that timed out in the queue.
Timeout With No Available Agents Count	Number of interactions that timed out immediately because no agents were either signed into the queue or had an available agent status.
Callbacks Count	Number of interactions that requested a callback.
Breakout Count	Number of interactions that requested to breakout while waiting in queue.
Outside Business Hours Count	Number of interactions that were outside business hours based on a business hours set assigned to the queue.
On Holiday Hours Count	Number of interactions that were during holidays based on the holiday hours set assigned to the queue.