Nextiva Contact Center: Queue Reports

Interval

Queue Interval Reports offer insights into queue performance by analyzing workitems handled within specific time intervals (15, 30, or 60 minutes). For each workitem in the selected queues, the report will display the following columns:

Column Header	Description
Name	The interval.
Answer before threshold	Total answered workitems before the configured threshold for each type of workitem in the queue.
Answer after threshold	Total answered workitems after the con- figured threshold for each type of work- item in the queue.
Answered	Total number of answered workitems.
Abandon before threshold	Total number of abandoned workitems before the configured threshold for each type of workitem in the queue.
Abandon after threshold	Total number of abandoned workitems after the configured threshold for each type of workitem in the queue.
Abandoned	Total number of abandoned workitems.
Total	Total number of workitems handled during the interval.

SLA

The Queue SLA Report indicates the performance of that queue/group of users. The SLA (Service Level Agreement) uses a threshold defined in the queue (SLA Section) to determine if calls accepted in that queue were answered according to the company’s policy. For every item in a selected queue, the report displays:

Column Header	Description
Name	The name of the queue.
Type	The media type (Voice, SMS, Chat, Email, Social).
Total	The total number of workitems handled by the queue. A workitem can be counted twice if it is transferred back into the queue.
Answered	The total number of workitems answered by an agent in the queue.
Answer before threshold	The total number of workitems answered from the queue before the configured threshold.
% Answer before threshold	Calculated as: Answered before threshold / Answered.
Answer after threshold	The total number of workitems that were answered from the queue after the con- figured threshold.
% Answer after threshold	Calculated as: Answered after threshold / Answered.
Abandoned	The total number of workitems that were abandoned from the queue.
Abandon before threshold	The total number of workitems abandoned from the queue before the configured threshold.
% Abandon before threshold	Calculated as: Abandon before threshold / Answered.
Abandon after threshold	The total number of workitems abandoned from the queue after the configured threshold.
% Abandon after threshold	Calculated as: Abandon after threshold / Answered.
AQT (Average Queue Time)	The average amount of time workitems spent in the queue.
MQT (Maximum Queue Time)	The longest time any workitem spent in the queue.
Total Queue Time	The total time of all workitems spent in the queue.
Total Talk Time	The total amount of time a workitem, answered from a queue, spent with an agent.
ATT (Average Talk Time)	The average amount of time workitems answered from the queue, spent with an agent.
Total Wrap-up Time	The total amount of time used to wrap up workitems answered from a queue.
AWT (Average Wrap up Time)	The average amount of time used to wrap up workitems answered from a queue.
Hold Time	The time a customer spends on hold, when the agent puts them on hold.
Avg. Hold Time	The total hold time of all the calls (only calls that went on hold) divided by the number of calls that were put on hold
Max Hold Time	The maximum time a customer spent on hold.
SLA	The service level agreement for the queue.

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