RUBY Group report: Explanation of calculations

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RUBY Group report: Explanation of calculations

Postby Belinda Frick » Thu Dec 09, 2010 1:15 pm

Overview:

The PABX unit says when a call enters and leaves the queue.

To calculate the Average time - Q

  1. Avg Q = Total time in seconds / total calls

    - AVG Queue time (Only calls in the queue):

    To calculate the Average time - All

  2. Avg All = Total time in seconds / total ACD calls

    - queued calls and calls instantly answered: call went straight to an agent
    did not queue, all call is routed via queue
Other Calculations:

  • For 15-minute intervals, it is calculated by dividing the total calls by
    the number of 15-minute intervals that occured in the period you specified.
  • For hour of day, it is calculated by dividing the total calls by the number
    of days that the report was run for.
  • For day of week, it is calculated by dividing the total calls by the number
    of times that day (1-7) occurs in the range of days you specified.
  • For day of month, it is calculated by dividing the total calls by the number
    of times that month (1-31) occurs in the range you specified.
  • For day of year, it is calculated by dividing the total calls by the number
    of times that day (1-365) occurs in the range you specified.
  • For month of year, it is calculated by dividing the total calls by the number
    of times that month (1-12) occurs in the range you specified.
Belinda Frick
 
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Joined: Fri Nov 12, 2010 4:25 pm

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