The PABX unit says when a call enters and leaves the queue.
To calculate the Average time - Q
- Avg Q = Total time in seconds / total calls
- AVG Queue time (Only calls in the queue):
To calculate the Average time - All - 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
- 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.