Queue by Period column heading definitions
The following table describes the Queue by Period column headings.
Statistics that do not support Ring Groups display as '0'.
| Term | Abbreviated Name | Meaning |
|---|---|---|
| Interval time | Interval | The 15 minute interval of time |
| Offered | Offr | The total number of calls offered to the queue during the 15-minute interval |
| Handled | Hndl | The total number of calls answered by members during the 15-minute interval |
| Short Abandoned | Shrt Abn | During the 15-minute interval, the total number of calls abandoned before the short abandon time configured against the queue in YourSite Explorer |
| Abandoned | Abn | The total number of calls abandoned during the 15-minute interval before being answered by members |
| Interflowed | Intrfl | The total number of calls interflowed during the 15-minute interval |
| Requeued | Re Q |
The total number of calls re-queued during the 15- minute interval Note:
This statistic displays information for ACD paths only. Statistics for Ring Groups display as '0'. |
| % Handled by 1-4 | % Hndl by 1-4 |
A count of all of the calls answered by the first, second, third, and fourth answer points during the 15-minute interval Note:
This statistic displays information for ACD paths only. Statistics for Ring Groups display as '0'. |
| #Handled by 1-4 | # Hndl by 1-4 |
The number of calls answered by the first, second, third, and fourth answer points during the 15-minute interval Note:
This statistic displays information for ACD paths only. Statistics for Ring Groups display as '0'. |
| Total Conversation Time | Ttl Conv Time | The total time members spent talking to callers during the 15-minute interval |
| Average Conversation Time | Avg Conv time | The average time members spent talking to callers during the 15-minute interval |
| Average Time to Handle | Avg Time Hndl | The average amount of time callers waited in queue before members answered their calls during the 15-minute interval |
| Average Time to Abandon | Avg Time Abn | The average amount of time callers waited in queue during the 15-minute interval before they abandoned their calls |
| Average Time to Interflow | Avg Time Intrfl | The average amount of time callers waiting in queue during the 15-minute interval before being interflowed |
| Service Level % Today | Scv Lvl % Tday | During the 15-minute interval, the percentage of calls answered within the Service Level Time specified for the queue |
| % Handled | % Hndl | During the 15-minute interval, the percentage of calls answered compared to the total number of calls offered to the ACD queue for the day |
| Wrap Up | Wrap Up |
The total time the agent spent in the Work Timer state during the 15-minute interval Note:
This statistic displays information for ACD paths only. Statistics for Ring Groups display as '0'. |
| Make Busy | Make Busy |
The total time the agent spent in the Make Busy state during the 15-minute interval Note:
This statistic displays information for ACD paths only. Statistics for Ring Groups display as '0'. |
| Occupancy | Occp | The total time the queue members spent in an occupied state during the 15-minute interval (occupied state excludes idle time) |