Queue Reports

Click on the Queue Reports menu Option

In this menu you can find the Queue Reports tailored for your WCP Instance so you can review your Queues’ and Agents’ performance.

The current available reports are:

Historical Report
Agent Report
Queue logs (for debug purpose only)

Historical Report

Historical reports are designed to easily access information related to a queue depending of the time. It is perfect to check the status of a Queue per day.

You can generate this report by entering a time frame in the Start Date and in the End Date and you can also search for a particular entry in the Search box.

Description of the Reports:

The available columns this report generates are:

Date: The Date for the report.
Queue name: The name of the Queue.
Total calls: The total amount of calls that entered the Queue.
Answered calls: The total amount of calls that were answered by the agents of the Queue.
Percentage of answered calls: This is the number of answered calls divided by the total amount of calls that entered the queue, multiplied by 100%.
Total call duration: The total duration of the talked time of the answered calls.
Total hold time before getting answered: The total amount of time of all calls waiting to be answered by an agent.
Total abandoned calls: The total amount of calls that entered the Queue and never were answered by any agent.
Percentage of abandoned calls: This is the number of abandoned calls divided by the total amount of calls that entered the queue, multiplied by 100%.
Total time before customer leaves the queue: The amount of time before the caller leaves the queue.
Caller hangup first: Total amount of calls terminated by the callers.
Agent hangup first: Total amount of calls terminated by the agents.
Max callers in Queue: The Maximum number of callers in queue.
Answer within 15s: The total amount of calls answered within 15 seconds.
Answer within 30s: The total amount of calls answered within 30 seconds.
Answer within 60s: The total amount of calls answered within 60 seconds.
Answer within 90s: The total amount of calls answered within 90 seconds.

You can right-click on any column header to sort the order of the rows and to select what columns you would like to be displayed in the report.

Agent Report

This is a daily report showing all relevant information about your agents per day.

You can generate this report by entering a time frame in the Start Date and in the End Date and you can also search for a particular entry in the Search box.

You can right-click on any column header to sort the order of the rows and to select what columns you would like to be displayed in the report.

Queue Logs (for debugging purposes only)

This report contains all the raw data used to generate the Historical and Agent reports.

This report logs all the events for all the queues in your system.

The fields from left to right are:

Time: Date and time of the entry.
CallID: A unique identifier of the entry.
Queuename: Name of the Queue.
Agent: Agent’s name and extension.
Event: Type of Event Generated by the Queue or an agent.
Data1: Event parameter 1.
Data2: Event parameter 2.
Data3: Event parameter 3.
Data4: Event parameter 4.
Data5: Event parameter 5.

You can find the description of the Queue Events here .

You can right-click on any column header to sort the order of the rows and to select what columns you would like to be displayed in the report.

Exporting Queue Reports

You can export to a CSV file your Historical and your Agent Reports by simply clicking on the ‘Export to CSV’ button next to the search options.