HELP FILE

What is the history report?

This page helps key stakeholders analyze performance within the last 90 days and drive data-supported changes to operations. Each report can be filtered by a specific queue(s), date, and time. Additionally, some reports support data export to .csv for additional distribution and analysis. To export historical Agent or Contact data (e.g. view performance from today compared to last year), navigate to the Data Mart page.

Understand the data

Choose the perspective from which you want to view the history of a call queue.

  • Contact Summary Report: This report tracks queue totals and aggregate statistics for the selected queue(s) and date range. These results focus on queue performance and the resulting impact on customer satisfaction.
    • Average Speed of Answer (ASA): Average time a contact waits for an agent in the queue for the selected queue(s) and date range.
    • Average Handle Time (AHT): Average time used to attend to a contact for the selected queue(s) and date range (time in queue + talk time + wrap time).
    • Average Talk Time (ATT): Average time an attended contact speaks with an agent for the selected queue(s) and date range.
    • Contact Resolution Totals: Contact resolution totals for the selected queue(s) and date range.
    • Handled: Number of contacts attended by agents.
    • Abandoned: Number of contacts that left the queue (hung up) before being attended by an agent.
    • Failed: Number of contacts that were removed from the queue unexpectedly while waiting to be attended by an agent. The ultimate state of the contact is unknown.
    • Evicted: Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent — based on the Remove callers when queue has no agents call queue setting.
    • Timed Out: Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent — based on the Timeout queue node setting.
    • Total: Total number of contacts.
    • Activity Table: Data used to create the ASA, AHT, ATT, and contact resolution totals for the selected queue(s) and date range.
  • Agent Summary Report: This report tracks agent totals and aggregate statistics for the selected queue(s), date range, and agent(s). These results focus on agent performance.
    • Agent Selector: Filters the data by specific agents or by all agents in the system. Locate and check the agents to be included in the report and then click [APPLY].
    • Total Talk Time (TTT): Total talk time an attended contact speaks with an agent for the selected queue(s), date range, and agent(s).
    • Average Talk Time (ATT): Average time an attended contact speaks with an agent for the selected queue(s), date range, and agent(s).
    • Handled Contacts: Number of contacts attended by agents for the selected queue(s), date range, and agent(s).
    • Missed Contacts: Number of contacts missed by agents for the selected queue(s), date range, and agent(s).
      • Note: A missed contact represents an occurrence of an agent receiving a call from a queue without answering the call before the defined timeout. There is a high probability that the contact was handled by another agent.
    • Activity Table: Date used to create the TTT, ATT, Handled Contacts, and Missed Contacts totals for the selected queue(s), date range, and agent(s).
    • Agent Device(s): Displays the device(s) used by the agent during the selected date range. If an agent is logged in on multiple devices, the device name is highlighted blue (hover over for the list of devices).
  • Average Speed of Answer (ASA) Report: This report tracks the average time a contact waits for an agent in the queue for the selected queue(s) and date range. Averages are usually calculated over a period of time such as a 15 minute increment, one day, or one week.
  • Abandoned Calls Report: This report tracks the average time a contact waits for an agent in the queue before hanging up for the selected queue(s) and date range. A threshold can be used to set performance expectation targets for agents and/or measure the impact to customer satisfaction due to long wait times in the queue. Hover over data points to view more details.
  • Contact Resolution Report: Tracks the contact resolution counts for the selected queue(s) and date range. This shows how a contact was ultimately resolved.
    • Failed: Number of contacts that were removed from the queue unexpectedly while waiting to be attended by an agent. The ultimate state of the contact is unknown.
    • Handled: Number of contacts attended by agents.
    • Abandoned: Number of contacts that left the queue (hung up) before being attended by an agent.
    • Timed Out: Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent — based on the Timeout queue node setting.
    • Evicted: Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent — based on the Remove callers when queue has no agents call queue setting.
    • Tips:
      • Hover over data points to view more details.
      • Click the contact resolution types at the bottom to display/hide line charts.