Custom Real Time Since Midnight

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

 Available Filters

  • CSQ Name