Overview
The Queue Activity Summary report provides insights into the performance and activity of different queues within the CRM. It allows users to filter data by date range and specific queues, offering flexibility in monitoring queue activity. Users can search for specific data, reset filters, and export reports in Excel or PDF format for further analysis.
Accessing the Report
Navigate to the Reports section in the CRM.
Select Queue Activity Summary from the list of available reports.
Filters and Options
The report includes the following filtering options:
1. Date Filter
Users can select a predefined or custom date range:
Today
This Week
Last Week
This Month
Last Month
Custom Date Range (Allows users to specify a start and end date)
2. Queue Filter
Enter the queue name or select from a dropdown list to filter data for specific queues.
3. Actions
Search Button: Click to apply selected filters and generate the report.
Clear Filter Button: Resets all filters to default settings.
Export Report: Allows users to download the report in Excel (.xlsx) or PDF (.pdf) format for further review and sharing.
Report Metrics.
The report displays key metrics related to queue performance:
Queue:
The name or identifier of the call queue being analyzed.
Total Calls Received
The total number of calls received by the queue within the selected time period.
Total Calls Answered
The total number of calls successfully answered within the queue.
ASR % (Answer Seizure Ratio)
The percentage of received calls that were successfully answered. Formula: (Total Calls Answered / Total Calls Received) × 100%
Time Out
The number of calls that were not answered within the queue’s set time limit before being disconnected or redirected.
TR% (Timeout Rate Percentage)
The percentage of calls that timed out compared to the total received calls. Formula: (Time Out / Total Calls Received) × 100%
Abandoned Calls
The number of calls that were abandoned by the caller before being answered.
AR% (Abandonment Rate Percentage)
The percentage of abandoned calls compared to the total received calls. Formula: (Abandoned Calls / Total Calls Received) × 100%
30 TTA # (30 Seconds Time to Answer Count)
The number of calls answered within 30 seconds.
30 TTA % (30 Seconds Time to Answer Percentage)
The percentage of calls answered within 30 seconds compared to the total answered calls. Formula: (30 TTA # / Total Calls Answered) × 100%
Call Time
The total duration of all calls handled within the queue.
Wait Time
The cumulative time callers spent waiting in the queue before their calls were answered or abandoned.
AVG Wait Time (Average Wait Time)
The average wait time per call. Formula: (Total Wait Time / Total Calls Received)
Exporting the Report
Apply desired filters and generate the report.
Click Export Report.
Choose the format: Excel or PDF.
The report will be downloaded and available for review offline.
Additional Notes
If no data is available for the selected filters, a message will indicate no records found.
Exported reports retain the applied filters for reference.
Ensure that queue names are correctly entered to retrieve accurate data.
For further assistance, contact CRM support or refer to the help documentation within the system.