Precision Queue
|
The
enterprise name of the Agent Precision Queue.
Derived
from: Precision_Queue.EnterpriseName.
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Attributes
|
The
attributes used in the precision queue definition. The report shows only those
attributes that are used.
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Date
Time
|
The date
and time of the data for a selected row.
Derived
from: Router_Queue_Interval.DateTime.
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Calls
Queued
|
Derived
from: Router_Queue_Interval.QueueCalls.
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ASA
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The
precision queue average speed of answer in HH:MM:SS(hour, minutes, seconds)
based on the time spent by callers in the queue and ringing at an agent desktop
before the task is answered divided by the number of answered tasks.
Derived
from: Skill_Group_Interval.AnswerWaitTime /Skill_Group_Interval.CallsAnswered.
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Service Level
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Service Level
|
Service Level Type used to calculate Service level for the interval.
Derived from: Router_Queue_Interval.ServiceLevel.
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SL Ans
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The
number of calls that are routed to the precision queue or queued to the
precision queue in the last interval.
Derived
from: Router_Queue_Interval.ServiceLevelCallsOffered.
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SL Aban
|
The
number of calls that are abandoned within the precision queue service level
threshold in the last interval.
Derived
from: Router_Queue_Interval.ServiceLevelCallsAband.
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Completed Tasks
|
Total
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The
total number of tasks completed by this precision queue in the interval.
Derived
from: (Skill_Group_Interval.CallsHandled +
Skill_Group_Interval.RouterCallsAbandQ
+Skill_Group_Interval.AbandonRingCalls
+Skill_Group_Interval.RedirectNoAnswer)
|
Aban
|
For
voice: the total number of calls that are abandoned while an agent phone is ringing.
For
non-voice: the total number of tasks that are abandoned while offered to an
agent.
Derived
from: Router_Queue_Interval.CallsAbandQ +
Skill_Group_Interval.AbandonRingCalls.
|
RONA
|
The count of calls that are redirected with no answer within the Precision Queue service level threshold in the last interval.
Derived
from: Skill_Group_Interval.RedirectNoAnsCalls.
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Handled
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The
number of inbound calls for which agents in the precision queue during the
interval answered and completed.
Derived
from: Skill_Group_Interval.CallsHandled.
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AHT
|
The average time spent by agents in this precision queue handling a task in the interval.
This field is
a calculated field, derived from: (Skill_Group_Interval.HandledCallsTime
/ Skill_Group_Interval.CallsHandled)
|
AAT
|
The
Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the
precision queue.
Derived
from: Skill_Group_Interval.HandledCallsTalkTime
/Skill_Group_Interval.CallsHandled
|
Aban
Hold
|
The
number of tasks offered to the precision queue that are abandoned while being held or
paused by the agent. The value is incremented at the time the call disconnects.
Derived
from: Skill_Group_Interval.AbandonHoldCalls
|
Trans In
|
The time
in HH:MM:SS (hours, minutes, seconds) that handling calls transferred into the
precision queue in the interval.
Derived
from: Skill_Group_Interval.TransferInCallsTime
|
Trans
Out
|
The
number of tasks this agent transferred to another agent or precision queue in the
interval. This includes Consultative Calls. The value is updated in the
database when the transfer of the call is completed.
Derived
from: Skill_Group_Interval.TransferredOutCalls +
Skill_Group_Interval.NetTransferredOutCalls
|
Ext
Out
|
For
default precision queues: the number of times an agent initiated an outgoing
external call in the interval. For routing precision queues: the number of times an
agent initiated a transfer or conference to an external device in the interval.
Derived from: Skill_Group_Interval.AgentOutCalls
|
Agent State Time
|
Active
Time
|
The
time in HH:MM:SS (hours, minutes, seconds) that agents in the precision queue were
in the Active state in the interval.
Derived from: Skill_Group_Interval.TalkTime
|
Hold
Time
|
The
total time agents spent in the Hold/Paused state in this precision queue, measured
in HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and
Outgoing Internal, although call counts are not shown in this report.
Derived from: Skill_Group_Interval.HoldTime
|
Log On
Duration
|
The
total duration in HH:MM:SS (hours, minutes, and seconds) during the period that
agents were logged into this skill group.
Derived from: Skill_Group_Interval.LoggedOnTime
|
%Not
Active
|
The
percentage of time that agents spent in the Not Active or Available state in
relation to LoggedOnTime. This field applies to all precision queues.
This
field is a calculated field derived from: Skill_Group_Interval.AvailTime /
Skill_Group_Interval.LoggedOnTime
|
%Not
Ready
|
The
percentage of time that agents spent in the Not Ready state in relation to
LoggedOnTime or the interval, whichever is less. This field applies to all
precision queues.
This field
is a calculated field, derived from: Skill_Group_Interval.NotReadyTime /
Skill_Group_Interval.LoggedOnTime
|
%
Active
|
The
percentage of time that agents spent talking on calls in this precision queue
in relation to LoggedOnTime.
This field
is a calculated field, derived from: (Skill_Group_Interval.TalkInTime +
Skill_Group_Interval.TalkOutTime +
Skill_Group_Interval.TalkOtherTime +
Skill_Group_Interval.TalkAutoOutTime +
Skill_Group_Interval.TalkPreviewTime +
Skill_Group_Interval.TalkReserveTime) /
Skill_Group_Interval.LoggedOnTime
|
% Hold
|
The
percentage of time that agents put a call on hold or paused a task in
relation to LoggedOnTime or the interval, whichever is less.
This
field is a calculated field, derived from: Skill_Group_Interval.HoldTime /
Skill_Group_Interval.LoggedOnTimeTime
|
%
Reserved
|
The
percentage of time that agents spent in the Reserved state waiting for an ICM routed task
from this precision queue in relation to LoggedOnTime.
This
field is a calculated field, derived from:
Skill_Group_Interval.ReservedStateTime /
Skill_Group_Interval.LoggedOnTime
|
% Wrap
Up
|
The
percentage of time that agents spent in the Wrap-upstate after incoming
or outgoing calls to/from this precision queue in relation to LoggedOnTime.
This field
is a calculated field, derived from: (Skill_Group_Interval.WorkReadyTime
+ Skill_Group_Interval.WorkNotReadyTime)
/ Skill_Group_Interval.LoggedOnTime
|
%
Utilization
|
The
percentage of Ready time that agents in the precision queue spent talking or doing
call work during the current five-minute interval. This is the percentage of
time agents spend working on calls versus the time agents were ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
|
Calls
Ans
|
The number
of calls answered by this precision queue across all peripherals.
Derived from: Router_Queue_Interval.CallsAnswered
|
Aban
ring
|
For
voice: the total number of calls that are abandoned while the agent phone is
ringing.
For
non-voice: the total number of tasks that are abandoned when offered to an
agent.
Derived from: Skill_Group_Interval.AbandonRingCalls
|
MaxCallWaitTime
|
The
longest a call had to wait before being answered, abandoned, or otherwise
ended. This includes time in the network queue, local queue, and ringing at the
agent if applicable.
Derived from: Router_Queue_Interval.MaxCallWaitTime
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MaxCallsQueued
|
The
maximum number of calls queued for this precision queue during this interval. Calls
queued against multiple precision queues are included in the count for each precision queue to which the calls are queued.
Derived from: Router_Queue_Interval.MaxCallsQueued
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