Inbound Call Staffing Summary
The Inbound Call Staffing Summary gives an overview of queue based information. It uses a table to display queue based information in 15 minute increments
Report Fields
The report contains the following fields.
| Field | Description |
|---|---|
| Queue | The Queue column reports the queue name from which the data was captured. |
| Interval | The Interval column reports the time period in which the data was captured. |
| Agent Count | The Agent Count column reports the number of agents who have interacted with the queue during the interval period. |
| Offered Contacts | The Offered Contacts column reports the number of contacts offered to the relevant queue during the interval period. |
| % Within Campaign Level | The % Within Campaign Level column reports the percentage of contacts handled within the target service level answer time to the relevant queue during the interval period. |
| Voicemail | The Voicemail column reports the number of contacts routed to voicemail from the relevant queue during the interval period. |
| Abandoned Contacts | The Abandoned Contacts column reports the number of contacts abandoned to the relevant queue during the interval period. |
| Reroute Overflow | The Reroute Overflow column reports the number of contacts rerouted from the relevant queue during the interval period. |
| Active & Hold Duration | The Active & Hold Duration column reports the total active and hold durations from the relevant queue during the interval period. |
| Wrap Duration | The Wrap Duration column reports the total wrap durations from the relevant queue during the interval period. |
Report Filters
The report contains the following inbuilt filters.
| Field | Description |
|---|---|
| Queue Selection | The Queues filter can be used to select one or more queues to report on. With the filter applied values in the report will be updated to reflect what was selected. |