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    Queues Report

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    ofek Vaknin
    The document contains queue performance metrics for 8 different queues over multiple pages. It includes key metrics like total calls, answered calls, wait times, call times, hold times, and service level indicators. The 15-כלמוביל queue had the highest number of total calls at 116 and answered calls at 81 with average wait times of 0.0005787037 minutes.

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    © All Rights Reserved
    Download as TXT, PDF, TXT or read online from Scribd

    Queues Report

    Uploaded by

    ofek Vaknin
    5 views6 pages
    The document contains queue performance metrics for 8 different queues over multiple pages. It includes key metrics like total calls, answered calls, wait times, call times, hold times, and service level indicators. The 15-כלמוביל queue had the highest number of total calls at 116 and answered calls at 81 with average wait times of 0.0005787037 minutes.

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    Queues report (22)

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    The document contains queue performance metrics for 8 different queues over multiple pages. It includes key metrics like total calls, answered calls, wait times, call times, hold times, and service level indicators. The 15-כלמוביל queue had the highest number of total calls at 116 and answered calls at 81 with average wait times of 0.0005787037 minutes.

    Copyright:

    © All Rights Reserved
    Download as TXT, PDF, TXT or read online from Scribd
    Download as txt, pdf, or txt
    5 views6 pages

    Queues Report

    Uploaded by

    ofek Vaknin
    The document contains queue performance metrics for 8 different queues over multiple pages. It includes key metrics like total calls, answered calls, wait times, call times, hold times, and service level indicators. The 15-כלמוביל queue had the highest number of total calls at 116 and answered calls at 81 with average wait times of 0.0005787037 minutes.

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    You are on page 1of 6

    Queues

    Total Calls Answered Calls (gr


    Queue Agents Total Answered /agent Total
    15- ‫כלמוביל‬ 14 116 81 8 81
    17- ‫יוניון‬ 12 84 68 7 68
    16- ‫צמפיון‬ 7 58 51 8 51
    14- ‫סמלת‬ 7 24 18 3 18
    2 - ‫פלגו‬ 6 14 14 2 14
    3 - ‫ספקים‬ 4 12 10 3 10
    4 - Saver one 0 2 0 0 0
    19 -‫המזרח‬ 1 1 1 1 1

    Page 1
    Queues

    Answered Calls (grouped) SLA Not


    % /agent Transfered Calls Aband. % Timeout
    0.69 14 0 (0%) 0 (0%)
    0.8 12 0 (0%) 0 (0%)
    0.87 7 0 (0%) 0 (0%)
    0.75 7 0 (0%) 0 (0%)
    1 6 0 (0%) 0 (0%)
    0.83 4 2 (20%) 0 (0%)
    0 0 0 (0%) 0 (0%)
    1 1 0 (0%) 0 (0%)

    Page 2
    Queues

    Not Answered Calls Virtual Queue


    No Agent Other Aband. Asked Returned %
    0 (0%) 0 (0%) 35 (30%) 0 0 0
    0 (0%) 0 (0%) 16 (19%) 0 0 0
    0 (0%) 0 (0%) 7 (12%) 0 0 0
    0 (0%) 0 (0%) 6 (25%) 0 0 0
    0 (0%) 0 (0%) 0 (0%) 0 0 0
    0 (0%) 0 (0%) 2 (16%) 0 0 0
    0 (0%) 0 (0%) 2 (100%) 0 0 0
    0 (0%) 0 (0%) 0 (0%) 0 0 0

    Page 3
    Queues

    Wait Time
    Total Min. Avg. Max. Avg. Ans. WaitAvg. Aband. Wait
    0.06689814814815 4.62963E-05 0.0005787037 0.0056712962963 0.0006785837 0.000340939153
    0.11525462962963 3.472222E-05 0.0013773148 0.0088541666667 0.0011218342 0.002435619213
    0.06271990740741 3.472222E-05 0.0010763889 0.0070949074074 0.0010378086 0.001398809524
    0.03346064814815 4.62963E-05 0.0013888889 0.0076273148148 0.0011310442 0.002183641975
    0.00525462962963 6.944444E-05 0.0003703704 0.002349537037 0.0003753307 0
    0.0034375 6.944444E-05 0.0002893519 0.0008217592593 0.0002546296 0.000445601852
    0.00484953703704 0.0021064815 0.0024305556 0.0027430555556 0 0
    9.2592592593E-05 9.259259E-05 9.259259E-05 9.259259259E-05 9.259259E-05 0

    Page 4
    Queues

    Call Time (grouped) Hold


    Avg. VQ Wait Total Avg. /agent Time Total Time Avg. %
    0 0.2586921296 0.0031944444 0.0184837963 0.0325925926 0.0004050926 0.12
    0 0.2709722222 0.0039814815 0.0225810185 0.0478009259 0.0007060185 0.17
    0 0.1378009259 0.0026967593 0.0196875 0.0128356481 0.0002546296 0.09
    0 0.0669097222 0.0037152778 0.0095601852 0.0148726852 0.0008217593 0.22
    0 0.0365046296 0.0026041667 0.006087963 0.001712963 0.0001273148 0.04
    0 0.0131712963 0.0013194444 0.0032986111 0.0001157407 1.157407E-05 0
    0 0 0 0 0 0 0
    0 0.0046643519 0.0046643519 0.0046643519 0 0 0

    Page 5
    Queues

    Hold
    Calls Count Avg. Aband. Tier Levels
    26 22 0.84 0.04
    27 22 0.81 0.01
    7 6 0.85 0
    5 4 0.8 0
    1 1 1 0
    2 2 1 0
    0 0 0 0
    0 0 0 0

    Page 6

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