Service Level by Queue

Report on waiting times and service level adherence for each queue. This includes the volume of contacts offered, answered and abandoned, the percentage that were answered within service level, and the percentage that were answered within each interval bucket.

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 pro-portion of contacts answered, abandoned or overflowed. Only includes queued contacts, not agent-to-agent transfers/consults.

% Abandoned

The number of contacts abandoned during the interval (i.e. the customer left before an agent answered), as a proportion of contacts answered, abandoned or overflowed. Contacts may have been abandoned in the queue or while ringing at an agent desktop.

% Missed

Of contacts answered, abandoned or overflowed during the interval, the proportion where at least one agent had failed to answer the contact. This may be because the customer abandoned while ringing at the agent desktop or because the contact was redirected away from the agent.

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.

% Service Level

Of the contacts answered, abandoned or overflowed during the interval, the proportion which were answered within the queue's service level threshold. This is the amount of time in which it is expected that calls should be answered. It is configurable whether contacts abandoned within the threshold should be counted as in or out of service level, or should be ignored.

Answered Interval 1 (% of Volume)

Of the contacts offered to a queue during the interval, the proportion that were answered by an agent within the specified ‘interval 1’ time. The amount of time that this constitutes is a configurable setting.

Answered Interval 1 ..2 (% of Volume)

As above but counting the proportion of contacts offered that were answered by an agent within the specified ‘interval 2’ time.

Answered Interval 1 ..3 (% of Volume)

As above but counting the proportion of contacts offered that were answered by an agent within the specified ‘interval 3’ time.

Answered Interval 1 ..4 (% of Volume)

As above but counting the proportion of contacts offered that were answered by an agent within the specified ‘interval 4’ time.

Answered Interval 1 ..5 (% of Volume)

As above but counting the proportion of contacts offered that were answered by an agent within the specified ‘interval 5’ time.

Answered Interval 1 ..6 (% of Volume)

As above but counting the proportion of contacts offered that were answered by an agent within the specified ‘interval 6’ time.

Answered Interval 1 ..7 (% of Volume)

As above but counting the proportion of contacts offered that were answered by an agent within the specified ‘interval 7’ time.

Answered Interval 1 ..8 (% of Volume)

As above but counting the proportion of contacts offered that were answered by an agent within the specified ‘interval 8’ time.

Answered Interval 1 ..9 (% of Volume)

As above but counting the proportion of contacts offered that were answered by an agent within the specified ‘interval 9’ time.

Answered Interval 1 ..10 (% of Volume)

As above but counting the proportion of contacts offered that were answered by an agent within the specified ‘interval 10’ time.

Note on Answered Intervals: Since contacts abandoned while still within service level will be counted as part of the volume but not part of the contacts that were answered, they will never be counted under any of the Answered Interval metrics, and the maximum possible percentage for these metrics will be reduced accordingly. For example, if 5% of contacts were abandoned then the maximum any Answered Interval metric can be is 95%, irrespective of whether those metrics were still within service level when abandoned.