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Queue Metrics Interval Export

The document contains queue metrics data from January 1, 2015 to July 22, 2022 for the Customer Service, Technical Support, and Marketing queues including details on calls offered, answered, abandoned, service levels, wait times and more reported by interval.

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KasoDj By'ssacss
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12 views

Queue Metrics Interval Export

The document contains queue metrics data from January 1, 2015 to July 22, 2022 for the Customer Service, Technical Support, and Marketing queues including details on calls offered, answered, abandoned, service levels, wait times and more reported by interval.

Uploaded by

KasoDj By'ssacss
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Queue Metrics Interval Export

Dates: January 1, 2015 - July 22, 2022


Queue(s): Customer Service, Technical Support, Marketing

Media Service Level


Date Interval Queue Type Offered Answered Abandoned Abandon % % ASA Avg Talk Avg ACW AHT Avg Hold Transferred Transfer %

1/1/15 8:00 AM Customer Service Chat 4,646 4,248 398 9% 65% 00:20:00 05:45:00 00:30:00 06:15:00 N/A 300 7%

1/1/15 8:30 AM Customer Service Chat 3,397 3,141 256 8% 70% 00:25:00 05:52:00 00:20:00 06:12:00 N/A 315 10%

1/1/15 9:00 AM Customer Service Chat 2,978 2,777 201 7% 72% 00:30:00 05:28:00 00:40:00 06:08:00 N/A 200 7%

1/1/15 9:00 AM Customer Service Chat 2,835 2,588 247 9% 71% 00:40:00 06:05:00 00:10:00 06:15:00 N/A 175 7%

1/1/15 10:00 AM Customer Service Chat 2,774 2,642 132 5% 76% 00:40:00 06:16:00 00:15:00 06:31:00 N/A 190 7%

1/1/15 10:30 AM Customer Service Chat 1,418 1,340 78 6% 72% 00:30:00 05:55:00 00:20:00 06:15:00 N/A 200 15%

1/1/15 11:00 AM Customer Service Chat 4,198 3,934 264 6% 78% 00:30:00 05:55:00 00:20:00 06:15:00 N/A 410 10%

1/1/15 12:30 PM Customer Service Chat 2,998 2,712 286 10% 71% 00:50:00 05:55:00 00:20:00 06:15:00 N/A 400 15%

1/1/15 1:00 PM Customer Service Chat 4,198 3,934 264 6% 78% 00:40:00 05:40:00 00:30:00 06:10:00 N/A 325 8%

1/1/15 1:30 PM Customer Service Chat 3,345 3,139 206 6% 78% 00:30:00 05:42:00 00:20:00 06:02:00 N/A 310 10%

1/1/15 2:00 PM Customer Service Chat 2,998 2,712 286 10% 71% 00:20:00 05:27:00 00:40:00 06:07:00 N/A 200 7%

1/1/15 2:30 PM Customer Service Chat 3,024 2,727 297 10% 74% 00:30:00 05:55:00 00:10:00 06:05:00 N/A 300 11%

1/1/15 3:00 PM Customer Service Chat 3,059 2,660 399 13% 64% 00:25:00 05:54:00 00:15:00 06:09:00 N/A 315 12%

1/1/15 3:30 PM Customer Service Chat 1,604 1,446 158 10% 65% 00:15:00 05:17:00 00:20:00 05:37:00 N/A 200 14%

1/1/15 4:00 PM Customer Service Chat 4,298 4,013 285 7% 71% 00:20:00 05:55:00 00:20:00 06:15:00 N/A 175 4%

1/1/15 4:30 PM Customer Service Chat 3,417 3,200 217 6% 77% 00:25:00 05:55:00 00:20:00 06:15:00 N/A 190 6%

1/1/15 5:00 PM Customer Service Chat 4,298 4,013 285 7% 71% 00:30:00 05:47:00 00:30:00 06:17:00 N/A 200 5%

1/1/15 5:30 PM Customer Service Chat 3,417 3,200 217 6% 77% 00:20:00 05:44:00 00:20:00 06:04:00 N/A 410 13%

Day Total 58,902 54,426 4,476 8% 73% 00:28:51 05:48:38 00:22:48 00:00:00 N/A 4,815 9%

Media Service Level


Date Interval Queue Type Offered Answered Abandoned Abandon % % ASA Avg Talk Avg ACW AHT Avg Hold Transferred Transfer %

1/1/15 7:30 PM Customer Service Message 3,417 3,200 217 6% 77% 00:20:00 05:44:00 00:20:00 06:04:00 N/A 410 13%

Day Total 3,417 3,200 217 6% 77% 00:20:00 05:44:00 00:20:00 00:00:00 N/A 410 13%

Media Service Level


Date Interval Queue Type Offered Answered Abandoned Abandon % % ASA Avg Talk Avg ACW AHT Avg Hold Transferred Transfer %

1/1/15 8:00 AM Customer Service Voice 4,646 4,248 398 9% 65% 00:20:00 05:45:00 00:30:00 06:15:00 00:00:01 300 7%

1/1/15 8:30 AM Customer Service Voice 3,397 3,141 256 8% 70% 00:25:00 05:52:00 00:20:00 06:12:00 00:00:01 315 10%

1/1/15 9:00 AM Customer Service Voice 2,978 2,777 201 7% 72% 00:30:00 05:28:00 00:40:00 06:08:00 00:00:01 200 7%

1/1/15 9:00 AM Customer Service Voice 2,835 2,588 247 9% 71% 00:40:00 06:05:00 00:10:00 06:15:00 00:00:01 175 7%

July 22, 2022 2:20:08 AM EDT-04:00 Queue Metrics Interval Export (1 / 2)


Media Service Level
Date Interval Queue Type Offered Answered Abandoned Abandon % % ASA Avg Talk Avg ACW AHT Avg Hold Transferred Transfer %

1/1/15 10:00 AM Customer Service Voice 2,774 2,642 132 5% 76% 00:40:00 06:16:00 00:15:00 06:31:00 00:00:01 190 7%

1/1/15 10:30 AM Customer Service Voice 1,418 1,340 78 6% 72% 00:30:00 05:55:00 00:20:00 06:15:00 00:00:02 200 15%

1/1/15 11:00 AM Customer Service Voice 4,198 3,934 264 6% 78% 00:30:00 05:55:00 00:20:00 06:15:00 00:00:00 410 10%

1/1/15 12:30 PM Customer Service Voice 2,998 2,712 286 10% 71% 00:50:00 05:55:00 00:20:00 06:15:00 00:00:01 400 15%

1/1/15 1:00 PM Customer Service Voice 4,198 3,934 264 6% 78% 00:40:00 05:40:00 00:30:00 06:10:00 00:00:01 325 8%

1/1/15 1:30 PM Customer Service Voice 3,345 3,139 206 6% 78% 00:30:00 05:42:00 00:20:00 06:02:00 00:00:01 310 10%

1/1/15 2:00 PM Customer Service Voice 2,998 2,712 286 10% 71% 00:20:00 05:27:00 00:40:00 06:07:00 00:00:01 200 7%

1/1/15 2:30 PM Customer Service Voice 3,024 2,727 297 10% 74% 00:30:00 05:55:00 00:10:00 06:05:00 00:00:01 300 11%

1/1/15 3:00 PM Customer Service Voice 3,059 2,660 399 13% 64% 00:25:00 05:54:00 00:15:00 06:09:00 00:00:01 315 12%

1/1/15 3:30 PM Customer Service Voice 1,604 1,446 158 10% 65% 00:15:00 05:17:00 00:20:00 05:37:00 00:00:03 200 14%

1/1/15 4:00 PM Customer Service Voice 4,298 4,013 285 7% 71% 00:20:00 05:55:00 00:20:00 06:15:00 00:00:01 175 4%

1/1/15 4:30 PM Customer Service Voice 3,417 3,200 217 6% 77% 00:25:00 05:55:00 00:20:00 06:15:00 00:00:01 190 6%

1/1/15 5:00 PM Customer Service Voice 4,298 4,013 285 7% 71% 00:30:00 05:47:00 00:30:00 06:17:00 00:00:00 200 5%

1/1/15 5:30 PM Customer Service Voice 3,417 3,200 217 6% 77% 00:20:00 05:44:00 00:20:00 06:04:00 00:00:01 410 13%

Day Total 58,902 54,426 4,476 8% 73% 00:28:51 05:48:38 00:22:48 00:00:00 00:00:01 4,815 9%

July 22, 2022 2:20:08 AM EDT-04:00 Queue Metrics Interval Export (2 / 2)

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