Queue Metrics Summary Report

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The Queue Metrics Summary Report is a daily summary of queue load and performance information.

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Generate and Manage the Report

Refer to Creating a New Report for instructions on generating this report.

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Report Fields

Field	Description	Example	Weekly Summary	Monthly Summary
Date	Date for which metrics are being consolidated.	01/31/2023	NA	NA
Offered	All conversations that entered this queue.	2	SUM	SUM
Answered	All conversations accepted by agents in this queue.	2	SUM	SUM
Abandoned	All conversations abandoned by callers while in this queue or with agents.	1	SUM	SUM
Abandon %	Number abandoned / Number offered * 100.	50	SUM	SUM
ASA	Average Speed to Answer-average wait time in a queue.	00:00:11	SUM	SUM
Talk time	Average talk time-time agents in this queue spent interacting with the end user.	00:00:11	SUM	SUM
ACW	Average duration of After Contact Work performed by each agent for calls on this queue.	00:00:11	SUM	SUM
AHT	Average Handle Time for each agent for calls on this queue.	00:00:11	SUM	SUM
Hold time	Average hold time for all calls while in this queue.	00:00:11	SUM	SUM
Transfers	Number of conversations transferred from this queue.	50	SUM	SUM
Transfer %	Number transferred / Number offered * 100.	6	SUM	SUM

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