Special functions for queue statistics

Different definitions are required depending on which service the queue/waiting list serves.

Queue/waiting list for incoming IVR calls

Received contacts

Calls routed to the queue/waiting list (both those that have been queued and processed as well as those that have been escalated or lost/abandoned).

Note that a contact can be received several times in the same queue. This can happen, for example, if a call is retrieved to IVR because the intended agent did not answer the call.

Contacts in queue, max. value

Max number of calls in the queue/waiting list during the period.

Contacts in queue, min. value

Min number of calls in the queue/waiting list during the period.

Average number of contacts in queue

Average number of calls in the queue/waiting list during the period.

Average queue time (s)

The average time (during the period) spent in the queue/waiting list for all answered calls.

However note that the queue time presented under Contacts in progress in ACE Agent and the queue time that routing to agent is based on, is the total time from when the call was placed in queue for the first time.

Also note that the whole queue time will be assigned to the queue the contact finally was delivered to the agent from even if the contact has queued in, and escalated between, several queues.

Established contacts

Calls answered for the first time or after having been placed in queue by an agent with changed task type or after a call which is not an incoming IVR call having been placed in a queue for incoming IVR calls by an agent.

Reestablished contacts

Calls answered after having been placed in queue by an agent with preserved task type.

Lost contacts

Calls lost during delivery and lost delivered calls.

Abandoned contacts

Calls abandoned in the queue or after delivery to agent.

Average queue time abandoned contacts (s)

Average queue time for all contacts abandoned in the queue or after delivery to agent during the period.

Note that the whole queue time will be assigned to the queue the contact finally was abandoned in even if the contact has queued in, and escalated between, several queues.

Abandoned contacts 1

Calls abandoned in the queue or after delivery to agent after a queue time of max X seconds (X is configurable).

Abandoned contacts 2

Calls abandoned in the queue or after delivery to agent after a queue time of min X seconds, max Y seconds (Y is configurable).

Abandoned contacts 3

Calls abandoned in the queue or after delivery to agent after a queue time of min Y seconds, max Z seconds (Z is configurable).

Abandoned contacts 4

Calls abandoned in the queue or after delivery to agent after a queue time of min Z seconds.

Escalated contacts (Only valid for solutions using VCC IVR)

Calls that have been in the queue/waiting list and then:

escalated by the routing to another queue/waiting list in the same organisation area
escalated by the routing to the end route destination
escalated by the routing to another organisation area
escalated by the routing to an external number
returned to IVR at the customer’s initiative (note that customers accepting offers for callback and so leaving the queue are counted as escalated)
retrieved to queue by the IVR because the intended agent did not answer the call. These calls will be routed to queue again

Service level 1 (%)

Note that the service level is estimated on the basis of 100% at the start of each time interval.

Service level 2 (%)

Note that the service level is estimated on the basis of 100% at the start of each time interval.

Longest queue time (s)

The longest time in the queue/waiting list for the calls that have been in a queue during the period.

Note that calls that are placed in queue by an agent take their earlier queue time with them when they are placed in queue.

Average number of agents

Average number of agents who have been logged in to the queue/waiting list during the period.

Occupancy (%)

Task time / Login time.

Task time is calculated as AHT * Handled contacts.

ASA (Average Speed to Answer)

Average speed to answer. The average of total queue time, ring time and connection time. Only computed the first time the contact is answered/accepted by an agent.

The value is computed to reflect the time it takes from the time when the contact arrives until the agent starts working with the contact.

AHT (Average Handling Time)

Average task time. Note that the value is only calculated for task time used by the agent answering the call. Task time used by recipient of inquiry/transfer/conference, if any, is not included.

Account for AHT is made in the time intervals where the time is consumed.

When a call is parked/activated or transferred to queue and then routed again and processed, two separate calculations of AHT are performed.

AHT is basically calculated as ATT + AWT described below.

AHT new (Average Handling Time)

See definition of AHT above.

Unlike AHT above, account for AHT new is made in the time interval where the task was handled.

ATT (Average Talk Time)

Average call time. Note that the value is only calculated for task time used by the agent answering the call. Task time used by recipient of inquiry/transfer/conference, if any, is not included.

Account for ATT is made in the time interval where the time is consumed.

When a call is parked/activated or transferred to queue and then routed again and processed, two separate calculations of ATT are performed.

ATT new (Average Talk Time)

See definition of ATT above.

Unlike ATT above, account for ATT new is made in the time interval where the task was handled.

AWT (Average Wrapup Time)

Average wrapup time. Task time used by recipient of inquiry/transfer/conference, if any, is not included.

Account for AWT is made in the time interval where the time is consumed.

When a call is transferred to queue and then routed again and processed, two separate calculations of AWT are performed.

AWT new (Average Wrapup Time)

See definition of AWT above.

Unlike AWT above, account for AWT new is made in the time interval where the task was handled.

Handled contacts

The number of concluded calls delivered from the queue/waiting list during the time period. This is the number of contacts that AHT (New), ATT (New) and AWT (new) are calculated for.

Note however that this counter also is incremented when a contact is parked/activated or placed in queue.

Queue/waiting list for callback

The table below presents definitions for callback.

You can only get Average number of agents from queue statistics for campaign. Otherwise you are referred to the special campaign statistics.

Received contacts

Callback records routed to the queue/waiting list (both those that have been queued and processed as well as those that have been escalated or lost/abandoned).

Note that a contact can be received several times in the same queue. This can happen, for example, when a callback record is dialed, postponed and the dialed again.

Contacts in queue, max. value

Max number of callback records in the queue/waiting list during the period.

Contacts in queue, min. value

Min number of callback records in the queue/waiting list during the period.

Average number of contacts in queue

Average number of callback records in the queue/waiting list during the period.

Average queue time (s)

The average time (during the period) spent in the queue/waiting list, for callback records that have been handled with feedback.

Note that this includes all cases of callback even when there is no answer, for example.

Also note that the whole queue time will be assigned to the queue the contact finally was delivered to the agent from even if the contact has queued in, and escalated between, several queues.

Established contacts

Number of callback records that have been accepted for dialling for the first time.

Reestablished contacts

Callback records accepted for dialling subsequent times after the first time.

Lost contacts

Call records lost during delivery.

Abandoned contacts

Call records postponed or closed by the administrator when the records were in queue.

Average queue time abandoned contacts (s)

Not applicable.

Abandoned contacts 1

Not applicable.

Abandoned contacts 2

Not applicable.

Abandoned contacts 3

Not applicable.

Abandoned contacts 4

Not applicable.

Escalated contacts

Callback records that have been in the queue/waiting list and then:

escalated by routing to another queue/waiting list in the same organisation area
escalated by routing to another organisation area
retrieved to queue because the intended agent did not answer the callback. These callbacks will be routed to queue again.

Service level 1 (%)

Note that the service level is estimated on the basis of 100% at the start of each time interval.

Service level 2 (%)

Note that the service level is estimated on the basis of 100% at the start of each time interval.

Longest queue time (s)

The longest time in the queue/waiting list of the callback records that have been in the queue during the period.

Average number of agents

Average number of agents who have been logged in to the queue/waiting list during the period.

Occupancy (%)

Task time / Login time.

Task time is calculated as AHT * Handled contacts.

ASA (Average Speed to Answer)

The average total of queue time + routing time.

AHT (Average Handling Time)

Average task time. Note that the value is only calculated for task time used by the agent answering the call. Task time used by recipient of inquiry/transfer/conference, if any, is not included.

Account for AHT is made in the time intervals where the time is consumed.

When a call is parked/activated or transferred to queue and then routed again and processed, two separate calculations of AHT are performed.

AHT is basically calculated as ATT + AWT described below.

AHT new (Average Handling Time)

See definition of AHT above.

Unlike AHT above, account for AHT new is made in the time interval where the task was handled.

ATT (Average Talk Time)

Average call time. Note that the value is only calculated for task time used by the agent answering the call. Task time used by recipient of inquiry/transfer/conference, if any, is not included.

Account for ATT is made in the time interval where the time is consumed.

When a call is parked/activated or transferred to queue and then routed again and processed, two separate calculations of ATT are performed.

ATT new (Average Talk Time)

See definition of ATT above.

Unlike ATT above, account for ATT new is made in the time interval where the task was handled.

AWT (Average Wrapup Time)

Average wrapup time. Task time used by recipient of inquiry/transfer/conference, if any, is not included.

Account for AWT is made in the time interval where the time is consumed.

When a call is transferred to queue and then routed again and processed, two separate calculations of AWT are performed.

AWT new (Average Wrapup Time)

See definition of AWT above.

Unlike AWT above, account for AWT new is made in the time interval where the task was handled.

Handled contacts

The number of concluded calls delivered from the queue/waiting list during the time period. This is the number of contacts that AHT (New), ATT (New) and AWT (new) are calculated for.

Note however that this counter also is incremented when a contact is parked/activated or placed in queue.

Queue/waiting list for incoming email

Received contacts

Emails routed to the queue/waiting list (both those that have been queued and processed and those that have been escalated or lost).

Note that a contact can be received several times in the same queue.

Contacts in queue, max. value

Max number of emails in the queue/waiting list during the period.

Contacts in queue, min. value

Min number of emails in the queue/waiting list during the period.

Average number of contacts in queue

Average number of emails in the queue/waiting list during the period.

Average queue time (s)

The average time (during the period) spent in the queue/waiting list for all established and re-established emails.

Note that the queue time presented under Contacts in progress I ACE Agent and the queue time that routing to agent is based upon, is the total time from when the email was placed in queue the first time.

Also note that the whole queue time will be assigned to the queue the contact finally was delivered to the agent from even if the contact has queued in, and escalated between, several queues.

Established contacts

Emails received by an agent for the first time (i.e. emails received after having been placed in queue by an agent are not counted).

Reestablished contacts

Emails received by an agent after having been placed in queue by an agent.

Lost contacts

Emails lost during transfer. Note that the email may be re-read into ACE at the next restart of the ACE Server (unless it is removed from the mailbox).

Abandoned contacts

Not applicable.

Average queue time abandoned contacts (s)

Not applicable.

Abandoned contacts 1

Not applicable.

Abandoned contacts 2

Not applicable.

Abandoned contacts 3

Not applicable.

Abandoned contacts 4

Not applicable.

Escalated contacts

Emails (or work items) that have been in the queue/waiting list and then:

escalated by routing to another queue/waiting list in the same organisation area,
escalated by routing to another organisation area
escalated by routing to an external email address,
retrieved to queue because the intended agent did not answer the email. These emails will be routed to queue again.

Service level 1 (%)

Note that the service level is estimated on the basis of 100% at the start of each time interval. The service level is calculated only the first time an email is accepted by an agent.

Service level 2 (%)

Note that the service level is estimated on the basis of 100% at the start of each time interval. The service level is calculated only the first time an email is accepted by an agent.

Longest queue time (s)

The longest time in the queue/waiting list of the emails that have been in the queue during the period.

Note that emails that are placed in queue by an agent take their earlier queue time with them when they are placed in queue. This is valid also for emails that return after an interruption.

Average number of agents

Average number of agents who have been logged in to the queue/waiting list during the period.

Occupancy (%)

Task time / Login time.

Task time is calculated as AHT * Handled contacts.

ASA (Average Speed to Answer)

The average total of queue time + connection time. The value is only calculated when an email is accepted for the first time by an agent.

AHT (Average Handling Time)

Average task time. Note that the value is only calculated for task time spent by the agent accepting the email. (each time the email is accepted by and agent). Task time used by recipient of inquiry/transfer/conference, if any, is not included.

Account for AHT is made in the time intervals where the time is consumed.

When an email is parked/activated or transferred to queue and then routed again and processed, two separate calculations of AHT are performed.

AHT is basically calculated as ATT + AWT described below.

AHT new (Average Handling Time)

See definition of AHT above.

Unlike AHT above, account for AHT new is made in the time interval where the task was handled.

ATT (Average Talk Time)

The average time for email time. Note that the value is only calculated for task time spent by the agent accepting the email. (each time the email is accepted by and agent). Task time used by recipient of inquiry/transfer/conference, if any, is not included.

When an email is parked/activated or transferred to queue and then routed again and processed, two separate calculations of ATT are performed.

ATT new (Average Talk Time)

See definition of ATT above.

Unlike ATT above, account for ATT new is made in the time interval where the task was handled.

AWT (Average Wrapup Time)

The average time for wrapup time. Note that the value is only calculated for task time spent by the agent accepting the email. (each time the email is accepted by and agent). Task time used by recipient of inquiry/transfer/conference, if any, is not included.

When an email is transferred to queue and then routed again and processed, two separate calculations of AWT are performed.

AWT new (Average Wrapup Time)

See definition of AWT above.

Unlike AWT above, account for AWT new is made in the time interval where the task was handled.

Handled contacts

The number of concluded emails delivered from the queue/waiting list during the time period. This is the number of contacts that AHT (New), ATT (New) and AWT (new) are calculated for.

Note however that this counter also is incremented when a contact is parked/activated or placed in queue.

Queue/waiting list for chat

Received contacts

The number of chats routed to queue/waiting list (both queued and handled as well as escalated or abandoned).

Note that a contact can be received several times in the same queue.

Contacts in queue, max. value

Max number of chats in queue/waiting list during the time period.

Average number of contacts in queue

Average number of chats in queue/waiting list during the time period.

Average queue time

The average queue time for all contacts delivered and established with an agent during the time period.

Note that the whole queue time will be assigned to the queue the contact finally was delivered to the agent from even if the contact has queued in, and escalated between, several queues.

Established contacts

Chats answered for the first time (i.e. chats received after having been placed in queue by an agent are not counted).

Reestablished contacts

Chats answered after having been placed in queue by an agent.

Lost contacts

Not applicable.

Abandoned contacts

All chats that have not been correctly handled.

Average queue time abandoned contacts (s)

Average queue time for all contacts abandoned/lost in the queue or after delivery to agent during the period.

Note that the whole queue time will be assigned to the queue the contact finally was abandoned in even if the contact has queued in, and escalated between, several queues.

Abandoned contacts 1

Calculated for all chats that have not been correctly handled, after a queue time of max X seconds (X is configurable).

Abandoned contacts 2

Calculated for all chats that have not been correctly handled after a queue time of min X seconds and max Y seconds (Y is configurable).

Abandoned contacts 3

Calculated for all chats that have not been correctly handled after a queue time of min Y seconds and max Z seconds (Z is configurable).

Abandoned contacts 4

Calculated for all chats that have not been correctly handled after a queue time of min Z seconds.

Escalated contacts

Chats having been in queue/ waiting list and then:

escalated to the routing to another queue waiting list in the same organisation area
escalated by routing to another organisation area
retrieved to queue because the intended agent did not answer the chat. These chats will be routed to queue again.

Service level 1 (%)

The service level is based on the time between when the chat requests routing and it is answered by an agent.

Service level 2 (%)

The service level is based on the time between when the chat requests routing and it is answered by an agent.

Longest queue time (s)

The longest time in the queue/waiting list of the chats that have been in the queue during the period.

Note that chats that are placed in queue by an agent take their earlier queue time with them when they are placed in queue.

Average number of agents

Average number of agents logged in to the queue/waiting list during the time period.

Occupancy (%)

Task time / Login time.

Task time is calculated as AHT * Handled contacts.

ASA (Average Speed to Answer)

Average waiting time. Defined per queue. Note that the value only includes contacts that have been correctly handled.

AHT (Average Handling Time)

Average task time. Note that the value is only calculated for task time spent by the agent accepting the chat. (each time the chat is accepted by and agent). Task time used by recipient of inquiry/transfer/conference, if any, is not included.

Account for AHT is made in the time intervals where the time is consumed.

When a chat is parked/activated or transferred to queue and then routed again and processed, two separate calculations of AHT are performed.

AHT is basically calculated as ATT + AWT described below.

AHT new

See definition of AHT above.

Unlike AHT above, account for AHT new is made in the time interval where the task was handled.

ATT (Average Talk Time)

The average time for chat time. Note that the value is only calculated for task time spent by the agent accepting the chat. (each time the chat is accepted by and agent). Task time used by recipient of inquiry/transfer/conference, if any, is not included.

When a chat is parked/activated or transferred to queue and then routed again and processed, two separate calculations of ATT are performed.

ATT new

See definition of ATT above.

Unlike ATT above, account for ATT new is made in the time interval where the task was handled.

AWT (Average Wrapup Time)

The average time for wrapup time. Note that the value is only calculated for task time spent by the agent accepting the chat. (each time the chat is accepted by and agent). Task time used by recipient of inquiry/transfer/conference, if any, is not included.

When a chat is transferred to queue and then routed again and processed, two separate calculations of AWT are performed.

AWT new

See definition of AWT above.

Unlike AWT above, account for AWT new is made in the time interval where the task was handled.

Handled contacts

The number of concluded chats delivered from the queue/waiting list during the time period. This is the number of contacts that AHT (New), ATT (New) and AWT (new) are calculated for.

Note however that this counter also is incremented when a contact is parked/activated or placed in queue. This number can grow large when working with several chats at the same time.