Generate Reports (IntellaQueue)

Generate Reports (IntellaQueue)

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Agent Calls


Field

Description

Agent Name

Name of the agent

Date

The date within the date range selected

Tot Login

Total amount of time the agent has been logged in

Calls In

# of inbound calls to the agent while the agent is logged in

Queue In

# of inbound queue calls only

Agent In

# of non-queue inbound calls

Avg Talk In

Average time agent is talking for inbound calls

Tot Talk In

Total time the agent is talking for inbound calls

Calls Out

# of outbound calls from agent while the agent is logged in

Dialer Out

# of dialer calls only

Agent Out

# of outbound calls only

Field

Description

Avg Talk Out

Average time agent is talking for outbound calls

Tot Talk Out

Total time agent is talking on the phone for outbound calls

Tot Calls

# of total calls

Tot Talk

Total time the agent is talking on all calls

Avg Answer

Avg amount of time it takes an agent to pick up a ringing call

Longest Wait

Max time a caller waited before getting picked up

Wait times for both inbound and outbound queue calls

Tot Hold In

Total time agents put callers on hold for all queue calls

Tot Pause

Total time agents put callers on hold for all queue calls

Avg Pause

Avg time agents put callers on hold for all queue calls

Pauses

# of pauses

Missed Rings

# of calls that rang the agent who didn't pick up

Ex: call rings agent's phone, gives up, next agent answers

The first agent has a missed ring.

Xfer Calls

# of calls the agent received that were transferred

Agent Calls Full

Field

Description

In - Total Calls

# of all inbound calls to agent (queue and direct)

In - Agent Total

# of direct only calls (non queue calls) to agent

In - Queue Total

# of inbound queue only calls

In - Queue External

# of queue only calls from external callers

In - Queue Internal

# of queue only calls from internal extensions

Total Calls

# of total calls answered or made by the agent

In - Queue Hold Avg

Average hold time per queue only call

In - Queue Answer Avg

Average ring time per queue only call (answer speed)

Total Avg Talk

Average talk time across all calls for agent

In - Total Talk Avg

Average talk time per call for all inbound calls

In - Queue Talk Avg

Average talk time per call of queue only calls

In - Queue Wait Max

Longest time waiting until picked up queue only calls

Agent Name

Name of the agent

Date

The date within the date range selected

In - Queue Hold Total

Total hold time callers are on hold for queue only calls

Total Login

Total logged in time for the agent

Total Talk

Total talk time across all calls for agent

In - Total Talk

Total talk time across all calls for agent

In - Queue Talk Total

Total talk time of queue only calls

Field

Description

In - Agent Talk Avg

Average talk time per direct only calls to agent

In - Agent Talk Total

Total talk time of direct only calls to agent

In - Agent Ext

# of direct only calls to agent from external callers

In - Agent Int

# of direct only calls to agent from internal extensions

Out - Total Calls

# of outbound calls from agent (dialer and direct)

Out - Total Talk

Total talk time for outbound only calls

Out - Total Talk Avg

Average talk time per outbound only call

Out - Dialer Total

# of dialer only calls

Out - Dialer Talk Avg

Average talk time per dialer only calls

Out - Dialer Talk Tot

Total talk time of dialer only calls

Out - Agent Total

# of direct agent outbound only calls

Out - Agent Ext

# of direct agent outbound only calls to external numbers

Out - Agent Int

# of direct agent outbound only calls to extensions

Out - Agent Talk Avg

Average talk time per direct agent outbound only calls

Out - Agent Talk Total

Total talk time of direct agent outbound only calls

Pause Total

Total pause time for the agent across all queues (in and out)

Pause Avg

Average pause time per pause across all queues

Pause Count

# of pauses across all queues

Missed Rings

# of calls that rang the agent who didn't pick up

Xfer Calls

# of calls the agent received that were transferred

Per-Agent Per-Queue


Field

Description

Agent Name

Name of the agent

Date

The date within the date range selected

Logged In

Total time agent has been logged in for the particular queue

Queue

Queue name the agent is logged into

Tot Calls

# of calls the agent answered for the particular queue

Avg Talk

Average talk time per call for the particular queue calls

Tot Talk

Total talk time across all calls for the particular queue calls

Answer Speed

Average ring time per particular queue call

Field

Description

Longest Wait

Max time a caller waited before getting picked up for queue

Tot Hold

Total hold time callers are on hold for the particular queue

Avg Hold

Average hold time per call for the particular queue

Tot Pause

Total pause time for the agent for the particular queue

Note that the grand total for the agent is multi-counted

Avg Pause

Average pause time for the agent for the particular queue

Pauses

# of pauses for the agent for the particular queue

Note that the grand total for the agent is multi-counted

Missed Rings

# of calls that rang the agent who didn't pick up

Xfer Calls

# of calls agent received that were transferred to the queue


Per-Queue Per-Agent


Field

Description

Queue

Queue name all the agents are logged into

Agent Name

Name of the agent logged into the particular queue

Date

The date within the date range selected

Tot Login

Total time agent has been logged in for the particular queue

Tot Calls

# of calls the agent answered for the particular queue

Avg Talk

Average talk time per call for the particular queue calls

Tot Talk

Total talk time across all calls for the particular queue calls

Answer Speed

Average ring time per particular queue call

Field

Description

Longest Wait

Max time a caller waited before getting picked up for queue

Tot Hold

Total hold time callers are on hold for the particular queue

Avg Hold

Average hold time per call for the particular queue

Tot Pause

Total pause time for the agent for the particular queue

Avg Pause

Average pause time for the agent for the particular queue

Pauses

# of pauses for the agent for the particular queue

Missed Rings

# of calls that rang the agent who didn't pick up

Xfer Calls

# of calls agent received that were transferred to the queue

Per-Queue Wait Cutoffs

Field

Description

Queue

Name of the queue

Date

The date within the date range selected

# 0-30 sec

# of calls for queue for duration within 0 to 30 seconds

% 0-30 sec

% of calls for queue for duration within 0 to 30 seconds

# 31-60 sec

# of calls for queue for duration within 31 to 60 seconds

% 31-60 sec

% of calls for queue for duration within 31 to 60 seconds

# 61-120 sec

# of calls for queue for duration within 61 to 120 seconds

% 61-120 sec

% of calls for queue for duration within 61 to 120 seconds

# 121+ sec

# of calls for queue for duration of more than 121 seconds

% 121+ sec

% of calls for queue for duration of more than 121 seconds

Avg Calls Per Hour Per Day

Field

Description

Date

The date within the date range selected

Queue Name

Name of the queue

Average Active Calls Per Hour For The Day

Average # calls for each hour calls were received, for the day.

Calls Per Day Of Week


Field

Description

Day

The day of the week, Monday, Tuesday, etc

Queue Name

Name of the queue

Total Calls For Day Of Week

Total calls for each day of week. If the span is 4 weeks, then for all calls made for each day of the week are totaled. There may be certain days of the week that have many more calls than other days.

Call Volume Per Queue (partial)


Field

Description

Date

The date within the date range selected

Queue Name

Name of the queue

Tot Calls

# of calls per queue for the interval selected

Tot Answered Calls
Avg Answer Speed
Avg Queue Wait
Tot Missed Rings
Tot Duration

Total time of all calls per queue for the interval selected

Avg Duration

Average call duration per call per queue for the interval selected

Queue Busy Hour


Field

Description

Date

The date within the date range selected

Queue Name

Name of the queue

Average Active Calls

Avg calls for particular hour possibly across multiple days.

Agent Activity


Field

Description

Date

Date and time of the agent activity, either a login or a logout

Agent First Name

First name of the agent involved with the login or logout

Agent Last Name

Last name of the agent involved with the login or logout

Queue Name

Name of the queue the agent was logged in or logged out of

Login / Logout

Either login or logout noting the type of activity

Agent Logins


Field

Description

Login

Login time for the agent

Logout

Logout time for the agent

Duration

How long the agent was logged in for

Agent First Name

First name of the agent who was logged in

Agent Last Name

Last name of the agent who was logged in

Queue Name

Name of the queue the agent was logged in

Logout Reason

Why the agent was logged out of the queue

Agent Login Week (needs all info)


Field
Description
Agent Name
Monday
Tuesday
Wednesday
Thursday
Friday
Total Login

Avg Login

 

Agent Pauses (needs all info)


Field
Description
Start
Stop
Duration
Agent First Name
Agent Last Name
Queue Name
Status
Start Reason
Stop Reason  

Agent Pause Summary


Field

Description

Agent Name

Name of the agent logged

Date

The date within the date range selected

Pause Status

Various pause codes the agent has used during date range

Pause Duration

How long each pause code has been active

Avg Pause

Average pause time for the agent per individual pause

Max Pause

Longest pause time across the particular pause code

Num Pauses

# of pauses for the agent

System Summary (needs all info)


Field
Description
Date
All Calls
All Answered
All Missed
Invalid
Forwarded
Queue Voicemails
Manual
Manual Answered
Manual Missed
InQueue
InQueue Answered
InQueue Missed
Inbound
Inbound Answered
Inbound Missed
Other
Other Answered
Other Missed
Queue
Queue Answered
Field
Description
Queue Missed
Dialer
Dialer Answered
Dialer Missed
Dialer Connected
Dialer Unconnected
Talk Total
Talk Manual
Talk InQueue
Talk Inbound
Talk Other
Talk Queue
Talk Dialer
Avg Talk
Avg Talk Manual
Avg Talk InQueue
Avg Talk Inbound
Avg Talk Other
Avg Talk Queue
Avg Talk Dialer  

Executive Report (needs all info)


Field
Description
Avg Talk Dialer
Date From
Date To
Incoming Calls
Manual Calls
Dialer Calls
Dialer Calls Answered
Dialer Agent Answered
Total Calls Handled
Voicemails
Missed Calls
Tot Talk Time
Avg Talk Time  

Queue Bailout (needs all info)


Field
Description
Time
From Num
From Name
Queue
Jump
Type
Voicemail
Night Mode
DTMF
Target  

Queue Bailout Summary (needs all info)


Field
Description
VM Total
Queue  

Voicemail Per Hour (needs all info)


Field
Description
Hour
Mailbox
Num Voicemails