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.

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