Lines Report
| Column name |
Subcolumn |
Content |
| ueue lines | Each configured iQueue line will be listed | |
| Calls | Amount | The amount of calls that entered this call group |
| Percentage (%) | The percentage of the total traffic off all iQueue call groups | |
| Handled | Amount | The amount of calls beiing handled by a member |
| Percentage (%) | The percentage of calls being handled in perspective to the amount of calls entered the call group. | |
| Abandoned | Amount | The amount of calls being abondonend. When a caller ends the call while waiting, this amount increases. |
| Percentage (%) | The percentage of abondoned calls in perspective of the total calls | |
| Wait time (Av) | Avarage waiting time in the group in seconds | |
| SLA (Service Level Agreement) | SLA1 | The percentage of calls succesfully answered within the SLA time 1 (default = 10 seconds, but can be ajusted per iQueue line in the configuration) |
| SLA2 | The percentage of calls succesfully answered within the SLA time 2 (default = 20 seconds, but can be ajusted per iQueue line in the configuration) |
Users with direct lines (DDI)
| Column name |
Subcolumn |
Content |
| Direct lines | Each configured user with an external number (Direct Dailing In) who recieved calls in the timeframe of the report that is NOT an iQueue line | |
| Calls | Amount | The amount of calls that the user recieved |
| Percentage (%) | The percentage of the total traffic off all calls to DDI numbers | |
| Handled | Amount | The amount of calls beiing handled by the user |
| Percentage (%) | The percentage of calls being handled in perspective to the amount of calls the user recieved | |
| Missed | Amount | The amount of unanswered calls. When a call is forwarded the call does not report missed in this column. |
| Percentage (%) | The percentage of missed calls in perspective of the recieved calls | |
| Ring time (Av) | Avarage ringing time in seconds | |
| SLA (Service Level Agreement) | SLA (Value 2) | The percentage of calls succesfully answered within the SLA time 1 (default = 10 seconds, but can be ajusted per iQueue line in the configuration) |
| SLA (Value 1) | The percentage of calls succesfully answered within the SLA time 2 (default = 20 seconds, but can be ajusted per iQueue line in the configuration) |
Transfer rate and exit reasons for iQueue lines
| Column name |
Subcolumn |
Content |
| iQueue lines | Each configured iQueue line will be listed | |
| Handled | Amount | The amount of calls beiing handled by the user |
| Percentage (%) | The percentage of calls being handled in perspective to the amount of calls the user recieved | |
| Trans.1 *)1 | Amount | Amount of calls that are being transferred at least one time, within or after the user with this account. *)2 |
| Percentage (%) | Percentage of the calls being transferred in perspective to amount of handled calls | |
| Trans.2 *)1 | Amount | Amount of calls that are being transferred at least two times, within or after the user with this account. *)2 |
| Percentage (%) | Percentage of the calls being transferred in perspective to amount of handled calls | |
| Trans.3 *)1 | Amount | Amount of calls that are being transferred at least three times, within or after the user with this account. *)2 |
| Percentage (%) | Percentage of the calls being transferred in perspective to amount of handled calls | |
| Manual | Amount | Amount of calls manually pushed or pulled by the user |
| No members | Amount | Amount of calls that exit the group using the configuration setting "Destination exit when no members are logged on" |
| Max. time | Amount | Amount of calls that exit the group using the configuration setting "Destination exit when waiting time exceeds" |
| Max. ## | Amount | Amount of calls that exit the group using the configuration setting "Destination exit when maximum queue size exceeds" |
*)1 : This value is often used to detect how efficient the system works. When this value is low, it means that not a lot of calls are being transferred to other employees.
*)2 : The report counts head-tail records count that indicate a transfer from one user to a different user. The configuration of the PBX must be considered to explain the value listed in this column.
Transferred calls from iQueue Members
When members from iQueue groups answer a call and need to transfer the call to on other user it matters how quick & efficient the other user takes the call. This table show the efficiency of users that recieve calls from iQueue members: How do they answer calls from iQueue members?
| Column name |
Subcolumn |
Content |
| Destination name | Name | The name of the user being targeted by "any" iqueue user |
| Extension | The extension used | |
| Amount | # | Amount of calls to the user |
| Missed | # | Amount of calls unanswered by the user |
| Perc | Percentage (%) | Percentage of the calls being missed in perspective to amount of calls to this user |
| Answered | Amount | Amount of calls answered by the user |
| Ringtime | Avg.sec. | Avarage ringtime where the target user answered calls from iQueue users |
*)1 : This value is often used to detect how efficient the system works. When this value is low, it means that not a lot of calls are being transferred to other employees.
