Below is a glossary of definitions used by the system reporting for the “Queue Stats” report type alongside a brief explanation of what it means.
A
- Abandon Rate (AR)
- Percentage of calls offered that were abandoned before being offered to an agent.
(Abandoned Calls AC) / (Calls Offered CO)
- Abandoned Calls (AC)
- Number of calls that abandoned the queue before being answered by an agent.
- Adjusted Abandon Rate (AAR)
- Percentage of calls offered that were abandoned in under 10 seconds.
(Adjusted Abandoned Calls AAC) / (Adjusted Calls Offered ACO)
- Adjusted Abandoned Calls (AAC)
- Adjusted number of calls that abandoned the queue. Excludes calls abandoned in less than 10 seconds.
(Abandoned Calls) – (Number of calls abandoned in less than 10 seconds)
- Adjusted Calls Offered (ACO)
- Adjusted number of calls that reached the queue. Excludes calls abandoned in less than 10 seconds.
(Calls Offered CO) – (Adjusted Abandoned Calls AAC)
- Assisted Calls Handled (AST)
- Number of calls answered and then forwarded (transferred) to another agent.
- Average ACW Time (ACW)
- Average time an agent spends between the end of a call and submitting call disposition.
C
- Calls Handled (CH)
- Number of calls answered by agent originating through a Call Queue.
- Calls Offered (CO)
Number of calls that reached the queue to be dispatched to agents. Includes abandoned calls. Excludes forwards and voicemail.
F
- Forward (FWD)
- Number of calls forwarded to another queue or off-net phone number for handling. Includes forwarded calls to voicemail.
P
- Percent Dial Transfers (DT)
- Percentage of calls that landed in the queue and were offered to an agent.
S
- Service Level (SL)
- The ratio of calls meeting the configurable service level agreement. Service level is configured within the settings option of the Contact Connect admin panel
V
- Voicemail (VM)
- Number of calls handled by the Cross Connects voicemail system.
- Volume (VOL)
- Number of calls originating through a Call Queue. Includes answered calls, abandoned calls, forwards, and voicemail.