The answered calls section deals with calls that were correctly handled by agents.

The top panel shows:

The answered completed calls section deals with calls that were correctly handled by agents. This is similar to what’s reported on previous panel but may exclude calls that were started before or terminated after the given time frame.

This report shows which agents have been available for the given queue, how many calls each one handled and the percentage of all calls that each one handled.

If calls are connected directly to a phone terminal, QM tries its best to show the corresponding terminal, usually in the format used by Asterisk, like "SIP/303" to signify a SIP phone whose number is 303.

If you connect to H.323 telephones via the OH323 module, the recorded channel names have no meaning and do not refer to a specific terminal; that’s why all OH323 calls are grouped together under the label "OH323/-".

The pie graph shows which agents have been available for the given queue representing the percentage of all calls that each one handled.

This report shows the distribution of call waiting times. It shows how many calls were answered within a given time frame, usually 120 seconds in 10 second increments (the time frame and increment can be modified by the administrator, if needed - see below).

You get a percentage of how many calls were answered within X seconds; the percentage includes calls answered in a shorter time frame and therefore grows with time.

The "delta" value you see is the absolute increment, expressed in number of calls, between each time frame, while the "Offered" column displays the result of the taken calls divided by the total taken plus the total lost.

This metric is computed only on answered calls, i.e. ignoring lost calls . If your SLA is defined in terms of taken and lost calls, see the corresponding metrics "Inclusive SLA" on the section called “Inclusive Service Level Agreement”.

The graph reports the percentage of how many calls were answered within X seconds, as reported in the table.

Since 1.6.2, it is possible to configure the time frame and increment separately for an initial period and the rest of the interesting period; in this way it is possible to have different breakdowns, e.g. every 5 seconds up to 20 seconds and every 10 seconds up to 120 seconds. See Section 21.16, “Configuring system preferences”.

For example, by setting:

You get the following cutoff points: 5, 10, 15, 20, 30, 40, 50, 60 seconds

By setting:

You get the following cutoff points: 3, 5, 10, 15, 20, 25,… seconds

By setting

You get the default cutoff points: 10, 20, 30, 40, 50 , 60, 70, 80, 90, 100, 110 and 120 seconds

This report shows the reason why calls were terminated; this means that:

The graph reports the percentage values associated to the reason of why calls were terminated, as calculated in the table.

This graph shows how many calls were transferred to each extension in the given time frame. This lets you know who is handling exception calls.

	Note
	when a call is transferred outside the queue system, its length is no more recorded by the queue subsystem; therefore you only get to see the length of the call while the agent was on line.

If more than one queue is in use for the report, this table shows the relative magnitude of each queue.

The graph reports the percentage associated to each queue in the table.

If more than one queue is in use for the report, this table shows the relative magnitude of each queue.

Inbound queues are marked with the symbol while outbound queues use the symbol .

The graph reports the percentage associated to each queue in the table.

This graph counts the distribution of multi-stint calls on selected queues. If multi-stint mode is not enable, all calls will have only one stint.

This graph shows the initial queue position that the calls had when they joined the queue. For example, a queue position of 1 means that a call was first in line, of 5 means that a call had four other calls in line before being answered. As the logging of queue positions is a bit inconsistent, some calls might be missing it ("Untracked")

This graph shows the distribution of IVR selections available in the calls processed. We can also see the IVR duration values, which is related to the time that the call was within the IVR before entering the queue.

This must be tracked manually in Asterisk - See "Configuring Asterisk for QueueMetrics" below.

This graph shows the distribution of DNIS lines available in the calls processed.

This must be tracked manually in Asterisk - See "Configuring Asterisk for QueueMetrics" below.

This allows to see the total number of Music on Hold (MOH) events per agent, how many MOH instances took place throughout a call, the average and total duration of MOH events.

This must be tracked manually in Asterisk - See "Configuring Asterisk for QueueMetrics" below.

This page shows the detail of answered calls. See Section 5, “Showing call details”.

When running a report, it is advisable to use block the section called “OD03 - Queue details (paged)” instead.

This is a pseudo-block that is used to display a button for call export. The button may not be displayed if the user does not have the correct grants. As it does not actually contain data, it cannot be queried over XML-RPC.

This page shows the paged detail of answered calls. See Section 5, “Showing call details”.

The details of calls are paged - so you can move back and forth - and you can control which columns will appear on screen. The paged mode uses way less memory and is quicker to use than the full list as in the section called “OD01 - Queue details”.

When accessing the data source though XML-RPC or printing a report, it is mandatory to use the OD01 block, as this block is interactive and will not render correctly.

This block shows the paged detail of IVR calls. These are calls that did not hit a queue in the current report and thererfore are reported as neither answered nor unanswered.

The details of calls are paged - so you can move back and forth - and you can control which columns will appear on screen. The paged mode uses way less memory and is quicker to use than the full list as in the section called “OD05 - IVR details (full list)”.

When accessing the data source though XML-RPC or printing a report, it is mandatory to use the OD05 block, as this block is interactive and will not render correctly.

This block shows the paged detail of IVR calls. These are calls that did not hit a queue in the current report and thererfore are reported as neither answered nor unanswered.

This block prints a complete list and should be used only for printing and XML-RPC querying.

The report shows:

The unanswered completed calls section deals with calls that were lost. This is similar to what’s reported on previous panel but may exclude calls that were started before or terminated after the given time frame.

This report shows the relative magnitude of disconnection causes, that are:

If more than one queue is in use for the report, this graph shows the relative magnitude of each queue, either in a numerical than in a graphical form.

This graph shows the relative magnitude of unanswered outbound calls, grouped by agent.

This report is functionally equivalent to "Service level agreement" in the Answered calls section (see the section called “Service level agreement”), but is computed on lost calls. It shows how many calls were hung up within a given time frame, usually 120 seconds in 10 second increments (the time frame and increment can be modified by the administrator, if needed - see the section called “OK04 - Service level agreement”).

You get a percentage of how many calls were lost within X seconds; the percentage includes calls lost in a shorter time frame and therefore grows with time.

The "delta" value you see is the absolute increment, expressed in number of calls, between each time frame, while the "Offered" column displays the result of the taken calls divided by the total taken plus the total lost.

The graph reports the percentage of how many calls were not answered within X seconds, as reported in the table.

The inclusive SLA corresponds to the Service Level Agreement metrics shown on the section called “Service level agreement”, with the difference that it is computed taking into consideration both answered and unanswered calls.

The difference between UN07 and UN18 is that the number of calls in UN18 is only the number of taken calls within the given answer period, while in UN07 it is the total number of taken and lost calls within the time period.

The graph reports the same information found in the table, but in a graphical way.

The time frame and increment can be modified by the administrator, if needed - see the section called “OK04 - Service level agreement”.

If there are any calls that are were set unanswered because the caller pressed a key to exit the queue, this graph shows which keys were pressed and how many calls were terminated for that reason.

This graph tells the stint distribution of unanswered calls. It corresponds to the graph called "Answered calls, by stints".

This graph tells the stint distribution of all processed calls. It corresponds to the sum of the graphs called "Answered calls, by stints" and "Unanswered calls, by stints"

This graph shows the initial queue position that the calls had when they joined the queue. For example, a queue position of 1 means that a call was first in line, of 5 means that a call had four other calls in line before being answered. As the logging of queue positions is a bit inconsistent, some calls might be missing it ("Untracked")

This graph shows the initial queue positions for both answered and unanswered calls.

This graph shows the distribution of IVR selections available for lost calls.

We can also see the IVR duration values, which is related to the time that the call was within the IVR before entering the queue.

This must be tracked manually in Asterisk - See "Configuring Asterisk for QueueMetrics" below.

This graph shows the distribution of IVR selections for all calls (taken and lost) available in the report.

This graph shows the distribution of DNIS lines that lead to lost calls.

This must be tracked manually in Asterisk - See "Configuring Asterisk for QueueMetrics" below.

This graph shows the distribution of DNIS lines for all calls (taken and lost) available in the report.

The answered calls section deals with calls that were correctly handled by agents.

For each queue included in the report, the following data will be shown:

In the first line, there is a "Total" line, that sums up the values shown in previous lines.

The following lines are sorted according to the number of offered calls.

The inclusive SLA corresponds to the Service Level Agreement metrics shown on the section called “Service level agreement”, with the difference that it is computed taking into consideration both answered and unanswered calls.

The difference between UN07 and UN18 is that the number of calls in UN18 is only the number of taken calls within the given answer period, while in UN07 it is the total number of taken and lost calls within the time period.

The graph reports the same information found in the table, but in a way that is easier to read.

The time frame and increment can be modified by the administrator, if needed - see the section called “OK04 - Service level agreement”.

This page shows full details of unanswered calls Section 5.3, “Detail of unanswered calls”.

In general this data block should not be used in reports but block the section called “UD02 - Lost calls (paged)” should be preferred.

This page shows the paged detail of unanswered calls. See Section 5, “Showing call details”.

The details of calls are paged - so you can move back and forth - and you can control which columns will appear on screen. The paged mode uses way less memory and is quicker to use than the full list as in the section called “UD01 - Detail of unanswered calls”.

When accessing the data source though XML-RPC or printing a report, it is mandatory to use the UD01 block, as this block is interactive and will not render correctly.

If the Caller*ID is present, it is possible to break down both answered and unanswered calls to specific area codes by clicking on the "Area code analysis" button.

By selecting a number of caller id digits to search upon and a starting digit position, you get a number of statistics grouped by area codes.

This report gives an immediate check of the geographical origin of calls handled by your call center.

This report shows the answered calls grouped following the rules defined in AC01 - Area code report.

This report shows the unanswered calls grouped following the rules defined in AC01 - Area code report.

This page shows the following pieces of information:

The following metrics are extracted and broken down by queue:

This graph breaks down agent attempts by the agent that was called. The following pieces of information are extracted for each agent:

Taken calls are shown per specific day. Days with no events are not shown.

The total numbers of call wait time for answered calls are plotted for each day.

The total numbers of lost wait time for lost calls are plotted for each day.

Sales and contacts are shown on a daily basis.

The Schedule Adherence report shows the number of distinct agents that were detected during the given period. This makes it possible to detect the number of different people that had been working on a given moment.

The Queue Length report shows the average length of the queue for each period, giving minimums and maximums. The Steps computation shows how fast each queue progresses during the period, expresses in steps per hour. Note: giving a meaning to the Queue Length reports may be hard in the case of composite queues.

The inclusive SLA corresponds to the Service Level Agreement metrics shown on the section called “Service level agreement”, grouped by day.

This report shows aggregate inbound/outbound activity per day.

The Service Level is measured against a time period that is specidfied in the default.secondsServiceLevel parameter (default is 20, as to say "percentage of calls answered within 20 seconds").

Short calls are defined as being shorter than the default.shortCallsLimit parameter - default is 5 seconds.

The total numbers of call lengths for answered calls are plotted for each hourly interval. The size of hourly intervals can be controlled by the default.hourly_slot configuration property, making it possible to run this reports based on 30-minute, 20-minute or 15-minute intervals.

The total numbers of call wait time for answered calls are plotted for each hourly interval. The size of hourly intervals can be controlled by the default.hourly_slot configuration property, making it possible to run this reports based on 30-minute, 20-minute or 15-minute intervals.

The total numbers of call lengths for unanswered calls are plotted for each hourly interval. The size of hourly intervals can be controlled by the default.hourly_slot configuration property, making it possible to run this reports based on 30-minute, 20-minute or 15-minute intervals.

The total numbers sales and contacts, are plotted for each hourly interval. The size of hourly intervals can be controlled by the default.hourly_slot configuration property, making it possible to run this reports based on 30-minute, 20-minute or 15-minute intervals.

The Schedule Adherence report shows the number of distinct agents that were detected during the given period. This makes it possible to detect the number of different people that had been working on a given moment.

The Queue Length report shows the average length of the queue for each period, giving minimums and maximums. The Steps computation shows how fast each queue progresses during the period, expresses in steps per hour. Note: giving a meaning to the Queue Length reports may be hard in the case of composite queues.

The inclusive SLA corresponds to the Service Level Agreement metrics shown on the section called “Service level agreement”, grouped each hour.

Distribution of calls and agent availability per hour (or interval you specified). The whole 24h are mapped out for ease of comparison.

For a complete description of parameters, see DD08 - Traffic Analysis by period - per day the section called “DD08 - Traffic Analysis by period - per day”

The total numbers of call lengths for answered calls are plotted for each day of the week.

The total numbers of call wait time for answered calls are plotted for each day of the week.

The total numbers of call wait time for unanswered calls are plotted for each day of the week.

The total numbers sales and contacts, are plotted for each day of the week.

The Schedule Adherence report shows the number of distinct agents that were detected during the given period. This makes it possible to detect the number of different people that had been working on a given moment.

The Queue Length report shows the average length of the queue for each period, giving minimums and maximums. The Steps computation shows how fast each queue progresses during the period, expresses in steps per hour. Note: giving a meaning to the Queue Length reports may be hard in the case of composite queues.

The inclusive SLA corresponds to the Service Level Agreement metrics shown on the section called “Service level agreement”, grouped for each day of week.

Distribution of calls and agent availability per day of week.

For a complete description of parameters, see DD08 - Traffic Analysis by period - per day the section called “DD08 - Traffic Analysis by period - per day”

This report shows:

This report shows:

This report shows:

In the latest release a new column has been added (Paused on Conversation), which displays occupancy values.

This report shows:

This report shows:

The report displays separately the following cases:

This report shows:

This report shows:

One entry is presented for each agent session. What makes this report different from most is that inbound and outbound activity for the agent is aggregated.

Items are computed as:

The report details the occupancy rate for each and all agents in the current analysis.

In the latest release a new column has been added (Paused Conversation) which is subtracted from the total pauses time; this way Occupancy will never be able to be over 100%.

The first line is labeled "All agents" and is computed according to the following rules:

The report details the total presence time of each agent over the 24h for which you are running the current analysis.

The report details the payable presence time of each agent over the 24h for which you are running the current analysis.

he report details the billable presence time of each agent over the 24h for which you are running the current analysis.

For each agent session, the start and end times are recorded, together with the total duration in seconds.

If the agent logs on via the call back function, the designated call back extension is shown.

The number of pauses and the total pause time in seconds is shown.

The "Srv" column tells you on which server an agent was working in case you set up a cluster of Asterisk servers.

It is possible to sort the table for each title, in either descending and ascending order. To do this, click once on the desired title for descending sort, and twice for ascending sort. Once the table is sorted, an arrow symbol will appear close to the title, so you know on which column it was sorted last. As the sorting is done on the client machine, it may take a while with very large tables.

This table shows the specific pauses that each agent took and the pause code that was entered for each pause. It also shows whether the pause taken was considered to be billable or non-billable.

This is not a normal data block but it is the popup that is displayed whenever you click on an agent’s name.

In the latest release a new "Conversation" column has been added on, to the right of the "On Pause" column, which displays the pause time there may have been while actually in conversation.

You can close the popup by clicking on the Close button.

This report shows:

This report shows:

In this report you can find details explaining Billable activities, with average, minimum and maximum session durations, and a percentage on all activities of the same kind.

In this report you can find details explaining Non billable activities, with average, minimum and maximum session durations, and a percentage on all activities of the same kind.

The Detailed Agent Report will show, for each agent:

This data block displays all the status codes for each call handled by each agent within the current reporting selection.

If a call has no associated status code, then it is counted under a special status code called "-".

The columns show:

All columns are client-sortable.

This block shows:

For each path, the following information is computed:

This block shows:

For each path, the following information is computed:

This block shows: