Queue Stats - Historic Report

This report displays the historical statistics for all the queues in the organization of an agent. You can see the summary of the report at the end of the table.

The report displays the following details:


Parameter	Description
Interval	The interval of the report.
Channel Type	The mode of customer interaction, such as voice, email, or chat.
Queue Name	The name of a queue. Queues are holding places for the customer contacts while they await to be assigned to agents. Contacts move from an entry point into a queue and then the system distributes it to agents.
# Contacts	The number of customer contacts that the agent responds to within the service level threshold that the Organization Administrator has provisioned for the queue.
Avg Queue Wait Time	The average time a customer contact waits in a queue before an agent responds to them.
Longest Contact In Queue	The longest time that a customer contact waits in a queue before an agent responds.
# Abandoned Contacts	The number of customer contacts that no agent responds to.