Queue Summary
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Displays a summary of historical stats for each queue and a graph of inbound interaction count by day.
For report options (e.g., filtering), See Report Options
The report footer displays totals for the columns.
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Queue Name
Name of Queue
Total Count
Total amount of interactions
Accepted Count
Total amount of interactions accepted by an agent
Unaccepted Count
Total amount of interactions that were not accepted by an agent.
Abandoned Count
Total amount of Interactions where the contact disconnected when waiting in queue.
Abandoned Percent
Percentage of abandoned interactions from total interaction count.
Timeout Count
Total amount of interactions that timed out in the queue.
Timeout With No Available Agents Count
Total amount of interactions that timed out immediately because no agents were either signed into the queue or had an available agent status.
Callbacks Count
Total amount of interactions that requested a call back
Breakout Count
Total amount of interactions that requested to breakout of the queue.
Outside Business Hours Count
Total amount of interactions that were outside business hours based on a business hours set assigned to the queue.
On Holiday Hours Count
Total amount of interactions that were during a holiday hours set assigned to the queue.
Service Level
Percentage of interactions that met the specified queue service level
Average Handle Time
Average amount of time an agent and caller were connected.
Average Wait Time
Average amount of time a caller has waited in the queue before connecting with an agent
Average Wrapup Time
Average amount of time the agents have spend in wrapup.
Inbound Queue Count
Total inbound queue interactions
Outbound Count
Total outbound queue interactions
Requested Callbacks
Number of contacts that have requested a callback that have not been completed.
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