Call Volume by Queue Drill-down

Report on the volume of calls logged and/or fulfilled in each queue. This includes call logs created, assigned and completed, as well as measures of handle time, handled per hour and activity duration.

This report uses a Queue parameter set. It may be found under the following path: Root > Shared > CallTrack Reports > {interval}. This report includes the following levels:

1. Monthly/Daily: The top-level of the report breaks down the data by queue and month/date.
2. Day-on-Day: Click on a queue name in the monthly report to show a day-on-day view for that queue, spanning the month in question. This level contains the same columns as the top-level.
3. Intra-day: Click on a queue name in the daily report, or a date in the day-on-day report, to show an intraday view (broken down by half hour) for the queue and date in question. This level contains the same columns as the top-level.
4. Detail: From the daily or day-on-day report, click on the Completed count for a given queue & date to showa list of all activities that were completed in the queue and on the date in question. This shows a number of key attributes for each activity.
5. Call Log: From the Detail report, click on an Activity ID to view the content of all the call log as well as the activity details.

Top-Level Report

The first three levels include the following columns:

Queue

The queue to which the CallTrack activity was assigned.

Calls

The number of CallTrack activities created during the interval.

% Calls

In The number of CallTrack activities created during the interval to log an inbound call, expressed as a percentage of the number of activities created during the interval.

% Calls Out

The number of CallTrack activities created during the interval to log an outbound call, expressed as a percentage of the number of activities created during the interval.

% Calls (New)

The number of CallTrack activities created during the interval, and which began a new case. This is expressed as a percentage of the number of activities created during the interval.

% Calls (Existing)

The number of CallTrack activities created during the interval, and which continued an existing case. This is expressed as a percentage of the number of activities created during the interval.

Assigned to Queue

The number of times that a CallTrack activity was assigned to a queue during the interval. This includes activities routed by the general workflow and activities which have been transferred. This metric is not populated in agent-level reporting. This does not include activities created in the queue.

Unassigned From Queue

The number of times that a CallTrack activity was removed from a queue during the interval. This indicates activities which were assigned to system or transferred elsewhere. This does not include activities assigned to an agent while still remaining associated to the queue. This metric is not populated in agent-level reporting.

Transcripts Sent

The number of emails sent by an agent during the interval to confirm a call. If subsequent emails are sent for the same CallTrack activity (using the 'Send' rather than the 'Send & Complete' button), then each email is counted during the interval in which it is sent.

Handled

The number of CallTrack activities completed, assigned to system or manually transferred out from the agent during the interval. An activity is typically completed by an agent but may be completed by the workflow.

Handled Per Hour

The number of CallTrack activities which an agent can handle in an hour, based on their work rate during this interval. This is determined by the number of activities handled during the interval and the amount of work time during the same interval. Activities are considered handled when they are completed, assigned to system or manually transferred out from the agent. This metric will be most accurate for daily or greater intervals.

Avg Handle Time

For CallTrack activities handled (i.e. completed, assigned to system or manually transferred out from the agent) during the interval, the average time that the agent spent working on each activity. An agent is considered to be working on an activity while it is in focus in their inbox, whether or not they are physically typing or clicking. This may include time the agent spent working on the activity during previous intervals.

Complete

The number of CallTrack activities completed during the interval. An activity is typically completed by an agent but may be completed by the workflow.

% Completed Met SLA

The number of CallTrack activities completed during the interval, which were completed before their due date & time was reached. This is expressed as a percentage of the number of activities created during the interval. An activity is typically completed by an agent but may be completed by the workflow. Due date & time may be assigned by an agent or by the workflow. Activities without a due date & time are not counted.

Avg Activity Duration

For all CallTrack activities completed during the interval, the average time that elapsed between each activity being created and being completed.

Detail Report

The detail level includes the following columns:

Activity ID

The ID number of the activity. Click on this to view the call logs and details.

Created Time

The date and time that the activity was created.

Call Direction

Indicates whether the call was inbound or outbound.Activity Subtype The type of call log. Different subtypes can be defined to differentiate call logs for which different processes should apply.

Case ID

The ID number of the case that the activity belonged to.

Case Type

Indicates whether the case is new (i.e. this is the first activity in the case) or existing (i.e. there are previous activities in the case).

Customer Name

The customer associated with the activity.

Department

The department to which the activity is assigned.

Queue

The queue to which the activity is assigned.

Agent

The agent to which the activity is assigned.

Confirmation Sent

The number of emails sent by an agent to confirm this call.

Completed

Will show 1 if the activity is completed or 0 if it is still open.

Completed Time

The date and time that the activity was completed. Not applicable for open activities.

Activity Duration

The time that elapsed between the activity being created and being completed. Not applicable
for open activities.

Completed Met SLA

Will show 1 if the activity was completed before the activity's due date & time was reached. Otherwise will show 0. Not applicable for open activities or activities without a due date & time (will show 0 for these).

Handle Time

The time that agents spent working on this activity. An agent is considered to be working on an activity while it is in focus in their inbox, whether or not they are physically typing or clicking. Not applicable for open activities.