535 PrecisionQueue Interval Step Volumes
Definition
This report shows the number of calls flowing through Precison Queue Steps and how they are treated there on a historical interval basis per Precision Queue.
Tasks, which were removed from a PQ Step in case of Dequeued, AbandDequeued, RONA, and Error are the gap to "Arrived".
Main data source: Router_Queue_Interval
Screenshots
Field description
| Field name | Description |
|---|---|
| PrecisionQueueID | ID of the Precision Queue + 900000 |
| PrecisionQueueName | Name of the Precision Queue incl. prefix '*PQ.' |
| DateTime | Date and start time of the interval sum |
| Date | Date of the interval sum |
| Time | Start time of the interval sum |
| DoW | Weekday of the interval sum (1 Mon - 7 Sun) |
| Attribute1 | First attribute of the Precision Queue, that is used to activate agents |
| Attribute2 | Second attribute of the Precision Queue, that is used to activate agents |
| Attribute3 | Third attribute of the Precision Queue, that is used to activate agents |
| Attribute4 | Fourth attribute of the Precision Queue, that is used to activate agents |
| Attribute5 | Fifth attribute of the Precision Queue, that is used to activate agents |
| Attribute6 | Sixth attribute of the Precision Queue, that is used to activate agents |
| Attribute7 | Seventh attribute of the Precision Queue, that is used to activate agents |
| Attribute8 | Eight attribute of the Precision Queue, that is used to activate agents |
| Attribute9 | Ninth attribute of the Precision Queue, that is used to activate agents |
| Attribute10 | Tenth attribute of the Precision Queue, that is used to activate agents |
| ArrivedStep1 | Number of tasks which arrived in PQ-Step 1 (correspond to the sum of Answered + Abandoned + SkipDirect + SkipDelayed + "Dequeued" for this step) |
| FinishedStep1 | Number of tasks that finished PQ-Step 1 (correspond to the sum of Answered + Abandoned + SkipDirect + SkipDelayed for this step) |
| CompletedStep1 | Number of tasks which completed in PQ-Step 1 (correspond to the sum of Answered + Abandoned for this step) |
| AnsweredStep1 | Number of tasks answered by agents into PQ-Step 1 |
| AbandonedStep1 | Number of Call Center calls which were ended by callers into PQ-Step 1 (only counted for the Precision Queue where the call was continuously queued the longest time or ended by an agent) |
| SkipDirectStep1 | Number of tasks that skipped PQ-Step 1 directly because no agents could be involved. |
| SkipDelayedStep1 | Number of tasks that skipped PQ-Step 1 after a certain waitingtime and went to the next step. |
| ArrivedStep2 - 9 | Identical datafield "Arrived" for Precision Queue Step 2 - 9 |
| FinishedStep2 - 9 | Identical datafield "Finished" for Precision Queue Step 2 - 9 |
| CompletedStep2 - 9 | Identical datafield "Completed" for Precision Queue Step 2 - 9 |
| AnsweredStep2 - 9 | Identical datafield "Answered" for Precision Queue Step 2 - 9 |
| AbandonedStep2 - 9 | Identical datafield "Abandoned" for Precision Queue Step 2 - 9 |
| SkipDirectStep2 - 9 | Identical datafield "SkipDirect" for Precision Queue Step 2 - 9 |
| SkipDelayedStep2 - 9 | Identical datafield "SkipDelayed" for Precision Queue Step 2 - 9 |
| ArrivedStepX | Number of tasks which arrived in PQ-Step 10 (correspond to the sum of Answered + Abandoned + SkipDirect + SkipDelayed + "Dequeued" for this step) |
| FinishedStepX | Number of tasks that finished PQ-Step 10 (correspond to the sum of Answered + Abandoned + SkipDirect + SkipDelayed for this step) |
| CompletedStepX | Number of tasks which completed in PQ-Step 10 (correspond to the sum of Answered + Abandoned for this step) |
| AnsweredStepX | Number of tasks answered by agents into PQ-Step 10 |
| AbandonedStepX | Number of Call Center calls which were ended by callers into PQ-Step 10 (only counted for the Precision Queue where the call was continuously queued the longest time or ended by an agent) |
| SkipDirectStepX | Number of tasks that skipped PQ-Step 10 directly and which are not queued anymore because no agents could be involved. |