Queue Report

Understanding the Queue Report

This report breaks down Agent Statuses and Activities status for each individual Queue. Providing a more granular view and monitoring capability of live and completed activities in each Call Queue. To view this report, navigate to Reports > Queue Report. 

Agent Statuses:

• Ready: Agents who are available to take activities
• Not Available: Agents who are currently unavailable to take activities
• Not Ready: Agents who are not logged into CTM or in Not Ready status in the softphone

Activity Statuses:

• Live Activities: Total live calls and chats
• Waiting: Total number of calls and/or chats waiting to be answered
• Longest Waiting: Longest time an activity rang before answered
• Total Answered: Number of answered calls and/or chats
• Total Abandoned: Percentage of abandoned calls and/or chats
• Average Response Time: Average time for an activity to be answered
• Activities Below Service Level: Calls or Chats that did not meet the selected Service Level
• Total Activities: Total Calls and/or Chats for the given time frame
• Outbound Abandoned Calls: Percentage of abandoned calls initiated by Smart Dialer or Lead Reactor

Service Level (SL) Calculation Logic

For each call, CTM evaluates the following conditions:

1. Ring Time vs. SL Duration Limit
   Determines whether the call’s ring_time falls below or exceeds the configured Service Level (SL) threshold.
2. Call Abandonment Status
   Identifies whether the call was abandoned. A call is considered abandoned when call_status is either:
   • no answer
   • hangup

Call Classification Buckets

Based on these evaluations, calls are grouped into four categories:

• answered_under_sla
  ring_time is below the SL limit, and the call was not abandoned
• answered_over_sla
  ring_time is above the SL limit, and the call was not abandoned
• abandoned_under_sla
  ring_time is below the SL limit, and the call was abandoned
• abandoned_over_sla
  ring_time is above the SL limit, and the call was abandoned

Service Level Percentage Formula

The final Service Level (SL) percentage is calculated as:
answered_under_sla.count divided by
(answered_under_sla.count + answered_over_sla.count + abandoned_over_sla.count)

Important SLA Considerations

Calls classified as abandoned_under_sla are intentionally excluded from the SL calculation.
This accounts for situations where a caller disconnects almost immediately after dialing, which should not negatively impact Service Level performance metrics.