The Average Speed to Answer reports (Calls, Chats, Histogram) show the average duration of time it takes for a call or chat to be answered once it has arrived to queue. The call and chat reports offer a view by the following granularities: 1/2 Hour of Day, Hour of Day, Day of Week, Month of Year. The histogram report offers a view by the following granularities: Quarter-Hourly, Half-Hourly, Hourly, Daily, Weekly, Monthly.
* Depending upon the Granularity chosen and the report ran. The example below is from the Call based report on an hourly basis.
* Histogram report utilizes the same fields.
|Start Date||Date||Yes||The start date range of when the call or chat entered the system.|
|End Date||Date||Yes||The end date range of when the call or chat entered the system.|
|Time Period||Single Select||No||Select granularity at which to view this report. Options for call and chat report are: 1/2 Hour of Day, Hour of Day, Day of Week, and Month of Year. The options for the Histogram report are: Quarter-Hourly, Half-Hourly, Hourly, Daily, Weekly, and Monthly.|
|Queue Group||Multi Select||No||The name of the group that contains the queue the call or chat was routed to.|
|Brand||Multi Select||No||The name of the brand that the call or chat was associated with.|
Average Speed to Answer - Bar Graph
X-Axis: The range of dates from the chosen Start Date to End Date of the report shown by the granularity of choice.
Y-Axis: The average speed to answer of calls or chats from this specified time period.
Tooltip: Highlighting a point on the chart will show the average speed to answer of calls or chats associated with that specified granularity.
* Call and Histogram report have the same exact fields. The Chat report has similar fields that can be understood via the example below from the Call based report.
|Column Name||Data Type||Description||Example|
|Time Period||Date||The time/date stamp of the granularity chosen.||12:00 AM|
|Avg Speed to Answer||Number||The average speed in seconds that a call or chat was answered by an agent after being assigned to a queue.||68.37|
|Net Offered||Number||The total amount of offered calls that were in queue for at least 15 seconds or longer.||35|
|Answered||Number||The total number of offered calls that were answered by an Agent.||30|
|Net Abandoned||Number||The total number of offered calls that were abandoned after 15 seconds or longer.||5|
|Net Abandoned Percentage||Percent||The percent of Net Offered Calls that were Net Abandoned.||14.29%|
|Avg Abandoned Duration||Duration||The average duration of an abandoned call in seconds.||161.40|
|Total Offered||Number||The total amount of offered calls that were in a queue (including calls that were less than 15 seconds in duration).||36|
|Total Abandoned||Number||The total number of offered calls that were abandoned (including calls abandoned within the first 15 seconds).||6|
Frequently Asked Questions
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