Resolution Code Volume by Queue

Report on the volume of activities resolved and completed in each queue. This includes a breakdown of new and existing cases, and a breakdown by channel. Activities are reported against the time of receipt/creation for contact reason analysis, however they are not counted at all until they have been completed, to confirm that their resolution code is final. For this reason, if you re-run the report for a particular period later, you may see higher numbers as more activities received/created during that period have since been completed.

There are versions of this report for each of the historical time intervals, which break down the data by queue, resolution code & interval. This report uses a Queue parameter set. It may be found under the following path: Root > Reports > OmniChannel Reports > {interval}.

The report is based on the Activity Classification model and includes the following columns.

Resolution

The resolution code associated with the activity. Where categories are organized into a hierarchy, this shows up to 10 levels deep (categories below this are rolled up and counted against the 10th level).

Queue

The queue associated with the activity at the time it was completed.

Total

The number of activities created during the report interval that have since been classified and completed. If an activity is classified with multiple categories or resolution codes then it is counted under each of them.

New

The number of activities created during the report interval that have since been classified and completed, and which began a new case. If an activity is classified with multiple categories and/or resolution codes then it is counted under each of them.

Existing

The number of activities created during the report interval that have since been classified and completed, and which continued an existing case. If an activity is classified with multiple categories and/or resolution codes then it is counted under each of them.

Call Track

The number of CallTrack activities created during the report interval that have since been classified and completed. If an activity is classified with multiple categories or resolution codes then it is counted under each of them.

Chats

The number of chat activities created during the report interval that have since been classified and completed (including video chats). If an activity is classified with multiple categories and/or resolution codes then it is counted under each of them.

Emails

The number of email activities created during the report interval that have since been classified and completed. If an activity is classified with multiple categories or resolution codes then it is counted under each of them.

Social

The number of social activities created during the report interval that have since been classified and completed. If an activity is classified with multiple categories or resolution codes then it is counted under each of them.