1. Description

Incoming queue report page. Displays information for this queue.

Consists of:

1. Drop-down list with multiple choice "Queues";
2. Graph "Average time in queue (sec)"

3. Schedule "Operator loads";

4. Block "SL";
5. Block "Solving a subscriber's question from the first communication";
6. Block "ACD";
7. Block "Successful";
8. Block "Average talk time";
9. Block "Average response time";
10. "Missed" table;
11. "Active calls" table

Dashboard "Incoming queue"

1.1. Drop-down list with multiple choice "Queues"

It is intended for selection of queues, information on which should be viewed.

1.2. Graph "Average time in queue (sec)"

Displays the average waiting time of a subscriber in the queue in a certain period of time.

1.3. Schedule "Operator loads"

Displays the number of subscribers in the queue in a certain period of time

1.4. Block "SL (20sec)"

SL (20sec) - service level. Displays the percentage of calls received by the operator with the subscriber's waiting time on the line less than 20 seconds of the total number of incoming calls that were in the queue.

The result can be displayed in different colors, depending on the received number:

• from 0% to 60% - red;
• from 60 to 80% - yellow;
• from 80% to 100% - green

1.5. Block "Solving a subscriber's question from the first communication"

Consists of:

• number of solved - the number of resolved calls from the first call, that is, the subscriber, for a certain time, contacted the call center only once;
• total calls - the total number of incoming calls that were in the queue;
• FCR is the percentage of the number of resolved calls from the first time to the total number of calls that ended up in the queue.

In FCR, the result can be displayed in different colors, depending on the received number:

• from 0% to 60% - red;
• from 60 to 80% - yellow;
• from 80% to 100% - green.

1.6. Block "ACD"

Displays the number of calls in the incoming queue.

Consists of:

• Answered - the number of calls that were connected to the operator;
• Missed - the number of calls that were in the queue, but were not connected to the operator.

1.7. Block "Successful"

Displays the percentage of received calls to the total number of calls that are in the queue.

It is displayed in different colors, depending on the received figure:

• from 0% to 55% - red;
• from 55% to 85% - yellow;
• from 85% to 100% - green.

1.8. Block "Average talk time"

Displays the average talk time.

1.9.Block "Average response time"

Displays the average connection time with an agent. The connection time is counted from the moment it enters the input queue until the moment it connects with the operator.

1.10. "Missed" table

Displays information on calls that did not wait to connect to the operator.

Consists of columns:

• Time to call - displays the date and time of the start of the call;
• Number - the number of the subscriber from whom the call was made;
• Waiting time - total call time (from connection with IVR to the end of the call);
• Queue - the queue in which the subscriber was waiting;
• Time in queue - the time from the subscriber's choice of connection with the operator until the end of the call.

If a call was later made to the number of the subscriber from which the missed call was made and it was connected to the operator, then the record about such a subscriber disappears from the "Missed" table.

1.11. "Active calls" table

Displays information on calls that are currently being serviced

Consists of columns:

• Time - call start time;
• Number - subscriber's number;
• Operator - which operator connected
• Queue - the queue in which the subscriber was waiting;
• Time in IVR - time spent by the subscriber in IVR;
• Pending - the time the subscriber is waiting for connections with the operator after passing the IVR;
• During conversation - the time from the connection with the operator to the present moment;
• Processing - the time spent by the operator on post-processing of the call.