9.2.5.3 Queue Statistics Adjusted CB
The Queue Statistics_Adjusted_CB report provides details of the queue statistics specific to Callback. Calls are included on this report after the customer has been called back and connected to an agent.'
This report can be found in Historical Reporting: Shared Reports > Custom > Queue Statistics_Adjusted_CB
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 | Count |
| Accepted Agent | Total calls answered by agents | Count |
| Adj Abandoned | Total calls that abandoned while waiting in queue | 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 abandoned) | hh:mm:ss |
This page last updated in Release Number: 23-01
Release Date: 2/25/2023
Effective Date: 2/25/2023