Queue by Period monitor

The Queue by Period monitor collates queue statistics by 15-minute intervals over a 24-hour period. The monitor refreshes each time there is a change in a statistic and at 15-minute intervals. The current 15-minute interval always displays at the top of the monitor. (See the following figure.)

Figure 1. Queue by Period monitor

The following table lists the Queue by Period column headings and their definitions.

Table 1. Queue by Period column headings
Term	Abbreviated Name	Meaning
Interval time	Interval	The 15 minute interval of time
Offered	Offr	The total number of interactions offered to the queue during the 15-minute interval
Handled	Hndl	The total number of interactions answered by agents during the 15-minute interval
Short Abandoned	Shrt Abn	During the 15-minute interval, the total number of interactions abandoned before the short abandon time configured in YourSite
Abandoned	Abn	The total number of interactions abandoned during the 15-minute interval before being answered by members
Interflowed	Intrfl	The total number of interactions interflowed during the 15-minute interval
Requeued	Re Q	The total number of interactions re-queued during the 15-minute interval Note: This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'.
% Handled by 1-4	% Hndl by 1-4	A count of all of the interactions answered by the first, second, third, and fourth agent groups during the 15-minute interval Note: This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'.
Average Time to Handle	Avg Time Hndl	The average number of minutes interactions waited to be taken out of queue (answered or picked) by an members during the 15-minute interval
Average Time to Abandon	Avg Time Abn	The average number of minutes interactions waited during the 15-minute interval before they abandoned their interactions
Average Time to Interflow	Avg Time Intrfl	The average number of minutes interactions waited during the 15-minute interval before being interflowed
Total Conversation Time	Ttl Conv Time	The total time members spent communicating (talking, chatting, or replying) with interactions during the 15-minute interval
Average Conversation Time	Avg Conv time	The average time members spent communicating with interactions during the 15-minute interval
Service Level % Level	Scv Lvl % Tday	During the 15-minute interval, the percentage of interactions answered within the Service Level Time specified for the queue
% Handled	% Hndl	During the 15-minute interval, the percentage of interactions answered compared to the total number of interactions offered to the ACD queue for the day Note: This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'.
Wrap Up	Wrap Up	The total time the agent spent in the Work Timer state during the 15-minute interval Note: This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'.
Make Busy	Make Busy	The total time the agent spend in the Make Busy state during the 15-minute interval Note: This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'.
Occupancy	Occp	The total time the agent spent in an occupied state during the 15-minute interval (occupied state excludes idle time)
# Handled by 1-4	# Hndl by 1-4	The number of interactions answered by the first, second, third, and fourth agent groups during the 15-minute interval Note: This statistic displays information for ACD paths and multimedia queues only. Statistics for Ring Groups display as '0'.

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