Answered Chats in Time Intervals

Show all conversation tasks handled/answered by the agent on queue in different time intervals segregated by 15 minutes interval.

Queue

Shows the name of the queue.

DateTime

Shows the date and time of interval (30 minutes).

Average Speed of Answer

Shows the average time it takes to answer chats/calls after being reserved within the 30 minutes time interval. 
This is the average speed of answer (the time it takes the agent to accept the task since it began ringing on the Agent Desk. This will be calculated as

^{SUM (task_alert_duration)/COUNT (agent_task_id)}
Format hours:minutes:seconds (00:00:00)

Average Abandoned Time

The average time a task remains in this queue before abandoned within the 30 minutes time interval..

This is calculated as:

Total abandoned Duration/Total abandoned

Format hours:minutes:seconds (00:00:00)

Interval (60 SEC)

Shows the 60-second interval time in minutes like 01:00 (Always Static).

Answered 60 SEC

Count of total number of chats/calls answered by agents within a 60-second queue time.

Abandoned 60 SEC

Count of total number of chats/calls abandoned in the queue within a 60-second queue time.

Interval (120 SEC)

Shows the 120-second interval time in minutes like 02:00 (Always Static).

Answered 120 SEC

Count of total number of chats/calls answered by agents within a 120-second queue time.

Abandoned 120 SEC

Count of total number of chats/calls abandoned in the queue within a 120-second queue time.

Interval (180 SEC)

Shows the 180-second interval time in minutes like 03:00 (Always Static).

Answered 180 SEC

Count of total number of chats/calls answered by agents within a 180-second queue time.

Abandoned 180 SEC

Count of total number of chats/calls abandoned in the queue within a 180-second queue time.

Interval (240 SEC)

Shows the 240-second interval time in minutes like: 04:00 (Always Static).

Answered 240 SEC

Count of total number of chats/calls answered by agents within a 240-second queue time.

Abandoned 240 SEC

Count of total number of chats/calls abandoned in the queue within a 240-second queue time.

Interval (OVER 240 SEC)

Shows the over 240-second interval time in minutes like: >04:00 (Always Static).

Answered OVER 240 SEC

Count of total number of chats/calls answered by agents over a 240-second queue time.

Abandoned OVER 240 SEC

Count of total number of chats/calls abandoned in the queue over a 240-second queue time.

Total Answered

Count of total number of answered chats/calls in queue within the 30 minutes time interval.

Total Abandoned

Count of total number of abandoned chats/calls in queue within the 30 minutes time interval.

MAX Queued

Count of total chats/calls landed in queue within the 30 minutes time interval.

Longest Queued

The maximum time a chats/calls spend in the queue within the 30 minutes time interval.

This will be calculated as

^{max(task_queue_time)}

Format hours:minutes:seconds (00:00:00)