Queue Statistics WFM Report

Queue statistics WFM Report	This report provides a detailed, interval-by-interval analysis of inbound call traffic to the queue, queue efficiency, and service-level compliance. It is primarily designed for operations leaders to identify traffic peaks, abandonment bottlenecks, and overall queue health.

Field	Description
Date	Date and time of the record
Interval	15 min time interval
Queue ID	Queue IDs for which the report was generated
Queue	Queue Name
Offered Calls	Total number of Offered Calls to the queue during the interval
Answered Calls	Total number of Answered Calls during the interval
Abandoned Calls	Total number of Abandoned Calls during the interval
Overflow IN calls	Total number of Overflow into the queue calls during the interval
Overflow OUT calls	Total number of Overflow out of the queue calls during the interval
Handle Time	Total Handle Time during the interval, formatted as HH:MM:SS
Service Level Abandoned	Total number of Service Level Abandoned during the interval
Talk Time	Total Talk Time during the interval,formatted as HH:MM:SS
After Call Work (ACW)	Total After Call Work Time during the interval, formatted as HH:MM:SS

The following report filters are available