Purpose of the Report
The primary purpose of the Call Queue Interval Performance Report is to analyze the intraday efficiency of call center operations by breaking them down into specific time slots (intervals).
This report allows managers to examine inbound call traffic, agent performance, and queue wait times with hourly or minute-based breakdowns. This enables the identification of peak hours and allows for the optimization of shift planning and resource management based on data.
Features
This report provides flexible filtering options to the user, allowing for pinpoint analysis. The main technical features of the report are:
Time Breakdowns (Intervals): Data can be retrieved in 15-minute, 30-minute, or 1-hour slots depending on operational sensitivity.
Comprehensive Filtering: Selection can be made for a single queue, a queue group, or specific date/time ranges.
Report Types: Output can be generated in three different formats based on needs:
Standard: Basic metrics.
Cumulative: The sum of selected intervals.
Extended Cumulative: Detailed aggregated data.
Benefits
Regular use of this report provides the following contributions to operations:
Traffic Analysis: Identifies the hours when call traffic increases ("Peak" hours), ensuring correct break and shift planning (WFM).
Service Level (SL) Monitoring: Shows during which time intervals the targeted Service Level drops, allowing for instant intervention.
Lost Call Analysis: Reveals when customer tolerance for waiting in the queue decreases and when abandoned calls increase.
Performance Monitoring: Monitors queue-based answer speeds and Average Handle Times (AHT) to highlight training needs.
Report Filters
The report offers comprehensive filtering options that allow the user to access only the data they wish to focus on.
Queue: Filter to prepare a report for a specific queue.
Queue Group: Filter for a specific group of queues.
Date: Filter data within a specific date range.
Time: Filter data within specific hours.
Interval: Filter by 1-hour, 30-minute, or 15-minute intervals.
Duration Unit: Seconds, Minutes, Time Format.
Column Name | Description and Calculation Method |
Queue | Shows the name of the queue where the calls occurred. |
Date | Shows the date and time interval information for the relevant data. |
Calls | The total number of calls arriving in the queue. |
Short Calls | Calls that end while waiting in the queue before reaching a defined threshold duration (e.g., 5 seconds). |
Answered | The number of calls answered by an agent. |
Answer Rate (AR) | Shows the percentage of total inbound calls that were answered. |
Answer Rate 2 (AR2) | The net answer rate calculated by excluding Short Calls. |
Answered in SL | The number of calls answered within the defined target time (Service Level Threshold). |
Service Level (SL) | The ratio of calls answered within the target time to the total calls. |
Service Level 2 | The service level calculated by excluding Short Calls. |
AHT (Average Handle Time) | Shows the average duration of a call (Talk + Hold, etc.). |
Abandon | Calls that ended while waiting in the queue without connecting to an agent. |
Wait Duration | The total wait time of all calls waiting in the queue. |
Average Wait | The average time a call spends in the queue. |
Talk Duration | The total talk time of calls answered in the queue. |
Avg. Talk | The average talk time of a single call. |
Local Release | Shows calls terminated by the agent (not by the customer). |
Dequeue | Indicates if a call overflowed or transferred from one queue to another (Value: 1 or 0). |
Answer Speed | Shows the average time it took for calls to be answered. |
Max Wait | Shows the duration of the call that waited the longest in the queue during the relevant interval. |
Outbound Calls | Number of successful outbound calls. |
Outbound Attemps | Number of outbound call attempts. |
Outbound Talk Time | Outbound call talk time. |
Outbound Avg. Talk Time | Average outbound call talk time. |
Outbound Local Release | Number of outbound calls terminated by the agent. |
Usage
Select Reporting > Call > Queue > Call Queue Interval Performance report.
Apply your desired filters within the report interface.
Click the "Apply" option to generate the report.
You can export the generated report by clicking the "Download" button.
