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Fieldname | Description | Datafield/ Formula | Format |
CSQ Name | Name of the CSQ | ||
Service Level | Service Level Percentage | (Number of calls handled within the service level / Number of calls presented) | |
Total Calls Waiting | Number of calls waiting in the queue | Calls waiting | |
Longest Call in Queue | Longest wait time of any call before it is answered | Longest wait duration | hh:mm:ss |
Total Calls | Number of calls that are presented to the CSQ | Total calls | |
Agents Logged In | Number of agents in Logged-In state | Logged in agents | |
Average Answer Speed | Avg time of how quickly contact is answered by an agent | Total queue time / calls handled | hh:mm:ss |