Queue Volume

Report on the volume of contacts handled in each queue. This includes answer rate, average wait times, average handle time, wrap time, hold time, transfer rate and usage of consults.

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

The report is based on the Queue Summary model and includes the following columns.

Queue

The queue to which contacts were offered/assigned.

Offered to Queue

The number of contacts offered to a queue during the interval. A transferred contact will be counted multiple times, for the incoming leg and for each transfer leg.

% Answered

The number of contacts answered by an agent during the interval, as a proportion of contacts answered, abandoned or overflowed. Only includes queued contacts, not agent-to-agent transfers/consults.

Avg Answer Time

For each contact answered during the interval, the average time that elapsed from when the contact was offered to the queue to when it was answered.

Avg Abandon Time

For each contact abandoned during the interval, the average time that elapsed from when the contact was offered to the queue to when the customer left.

Handled

The number of contacts which an agent handled during the interval (i.e. the agent completed wrap-up, either after the customer left or after the agent transferred the contact elsewhere). A transferred/consulted contact will be counted multiple times, for the incoming leg and for each transfer or consult leg.

AHT

Average Handle Time. For each contact which an agent handled during the interval, the average amount of time that the agent spent on the contact, including talk time, hold time and wrap time.

Avg Talk Time

For each contact which an agent handled during the interval, the average amount of time that the agent spent with the customer connected and not on hold.

Avg Hold Time (Handled)

For each contact which an agent handled during the interval, and where the agent placed the customer on hold at least once, the average amount of time that the agent spent with the customer connected but placed on hold.

Avg Wrap Time

For each contact which an agent handled during the interval, the average amount of time that the agent spent after the customer had left or been transferred.

% Hold

Of contacts which an agent handled during the interval, the proportion where the agent placed the customer on hold at least once. Each contact will be counted only once even if the customer was placed on hold multiple times.

Avg Hold Count

For each contact which an agent handled during the interval where the agent placed the customer on hold, the average number of times that the agent placed the customer on hold.

Max Hold Time

Out of all contacts which an agent handled during the interval, the longest amount of continuous time for which the agent placed a customer on hold.

% Transfer

Of contacts which an agent handled during the interval, the proportion which the agent transferred out. This includes warm and cold transfers to other agents, queues and external numbers.

% Consulted

Of contacts which an agent handled during the interval, the proportion where the agent initiated at least one consult. This either means that the agent spoke to another agent while the customer was on hold, or both agents were in a conference with the customer. Following the consult, the contact stayed with the original agent.

Avg Consult Time

For each consult initiated by an agent as part of a contact handled during the interval, the average amount of time spent connected to another agent (either the agents were speaking while the customer was on hold, or both agents were in a conference with the customer).