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 |