9.2.5.2 Queue Statistics Adjusted
The Queue Statistics_Adjusted report provides details of the queue statistics, specific to inbound queues.
This report is adjusted by removing Short Abandoned (=<120s) from Calls Entered, Abandoned, and Answer Rate
This report can be found in Historical Reporting: Shared Reports > Custom > Queue Statistics_Adjusted
Statistics Definitions
| Statistic Name | Description | Format |
| Tenant | Defaults to “Environment” | Text |
| Media Type | Defaults to Voice | Text |
| Queue | Queue name | Text |
| Interaction Type | Inbound or Outbound | Text |
| Day | Date of statistics | yyyy-mm-dd |
| Adj Entered | Total calls that entered the queue, excluding those that abandoned before two minutes | Count |
| Accepted Agent | Total calls answered by agents | Count |
| Adj Abandoned | Total calls that abandoned while waiting in queue, excluding those that abandoned before two minutes | Count |
| Routed Other | Additional research is being completed at this time to determine the definition | Count |
| Rejected | Total Calls offered to agents that were not answered | Count |
| Adj Answer Rate | Total calls offered to the agent that were not answered | Count |
| ASA | Average speed of answer | hh:mm:ss |
| Avg. Talk Time | (Total Talk Time) / (Accepted Agent) | hh:mm:ss |
| Avg. Hold Time | (Total Hold Time) / (Accepted Agent) | hh:mm:ss |
| Avg. Handle Time | (Total Handle Time) / (Accepted Agent) | hh:mm:ss |
| Max Accept Time (Fmt) | Maximum amount of time any call waited before being answered by an agent (does not include calls that have been abandoned) | hh:mm:ss |
This page last updated in Release Number: 23-01
Release Date: 2/25/2023
Effective Date: 2/25/2023