Call Volume by Queue

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.
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 > CallTrack Reports > {interval}.

The report is based on the CallTrack Activity model and includes 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.

Completed

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.