Generate Reports (IntellaQueue)
- Generate Reports (IntellaQueue)
- Agent Calls
- Agent Calls Full
- Per-Agent Per-Queue
- Per-Queue Per-Agent
- Per-Queue Wait Cutoffs
- Avg Calls Per Hour Per Day
- Calls Per Day Of Week
- Call Volume Per Queue (partial)
- Queue Busy Hour
- Agent Activity
- Agent Logins
- Agent Login Week (needs all info)
- Agent Pauses (needs all info)
- Agent Pause Summary
- System Summary (needs all info)
- Executive Report (needs all info)
- Queue Bailout (needs all info)
- Queue Bailout Summary (needs all info)
- Voicemail Per Hour (needs all info)
Generate Reports (IntellaQueue)
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 |