The top stacked bar chart shows the breakdown of calls waiting times for the selected ACD Skills for the period between the start and end date and times that you entered in the chart options panel. The calls are grouped according to the period duration you entered in the chart options panel.

 

 

In the chart below the period entered is 5 seconds, so the first column is all calls answered, abandoned, or overflowed in less than 5 seconds. The next column is calls that waited from 5 to less than 10 seconds, the next from 10 to less than 15 seconds, and so on. The last item in this series is for calls waiting 01:10 (70) seconds or more. There will always be 15 columns on the chart, calculated using the period entered, and the last item will include all calls that do not fit in the earlier bands.

 

 

The bottom pie chart shows the proportions of all answered, abandoned, and overflowed out ACD calls in the waiting time bands you set in the chart options panel. In this charts the bands are set at 10, 20, and 30 seconds. The first slice of the pie is all calls that have no wait (queue + ring) time at all. The next slice is all calls that waited for less than band 1 (10) seconds, the next slice is all calls that waited band 1 (10) seconds or more but less than band 2 (20) seconds, the fourth slice is all calls waiting band 2 (20) seconds or more but less than band 3 (30) seconds, and the fifth slice is all calls waiting band 3 (30) seconds or more. The final slice is all calls that were eventually abandoned, regardless of how long they waited.

 

If you hover the mouse over a data series, tooltips will be displayed with additional data for the specific item.

 

 

 

Individual data series in the top bar chart can be turned off or on by clicking the series legend on the right side of the charts.

 

 

 There are two export icons because these charts use different data sets, one for each chart.

 

 

See Exporting Charts for details of how to export the data for these two charts.