280 Template Reference
routes12_calls_analysis_half_hour
Description
This template generates a historical grid that provides half-hour call
counts, time in seconds for ASA, AHT, and average delay in queue, and
service levels for selected routes. This grid also provides a route
summary row that averages or totals the data for individual routes listed.
Database Table
Route_Half_Hour
Data
Service level. The percentage of incoming calls to the route that were
answered within a specified threshold during the half-hour interval.
Average speed of answer (ASA). The average time that all calls offered
to the route waited before being answered during the half-hour
interval.
Average handle time (AHT). The average handle time for calls handled
by agents for the route for the half-hour interval. Handle time
includes time that agents spend talking on inbound calls (Talking In)
and performing after-call work (Work Ready and Work Not Ready).
Average delay in queue. The average delay for all calls that were in
queue for the route for the half-hour interval.
Calls offered. The total number of incoming calls and internal calls sent
to the route during the half-hour interval. Calls are counted as
offered as soon as they are sent to the route.