understanding ingroup inbound report

[Op3r]

So I have this data.

---------- TOTALS
Total calls taken in to this In-Group : 853
Average Call Length for all Calls : 570 seconds
Answered Calls : 516 60%
Average queue time for Answered Calls : 288.11 seconds
Calls taken into the IVR for this In-Group : 0

---------- DROPS
Total DROP Calls: 95 11% drop/answered: 18%
Average hold time for DROP Calls: 306 seconds
Drop rate for calls >= 5 seconds: 94 11%
Drop rate for calls >= 10 seconds: 91 11%

---------- CUSTOM INDICATORS
GDE (Answered/Total calls taken in to this In-Group) : 60%
ACR (Dropped/Answered) : 18%
AHT (Agent-Answered calls / Handle Time sec) : 431 sec
OCR Occupancy Rate = (Handle Time / Handle + Wait sec): 85%
*Handle Time = (Talk+Hold+Dead+Dispo sec)
TMR1 (Answered within 20 seconds/Answered) : 32%
TMR2 (Answered within 30 seconds/Answered) : 33%
SL-1 (Answered within 20 seconds/All Calls) : 19%
SL-2 (Answered within 30 seconds/All Calls) : 20%

---------- QUEUE STATS
Total Calls That entered Queue: 701 82%
Average QUEUE Length for queue calls: 377.81 seconds
Average QUEUE Length across all calls: 310.49 seconds



Now what i dont understand is why the queue stats is saying 701 calls entered the queue considering its an ingroup report (isnt it a queue already) ?

[mflorell]

There are a number of checks that happen before an In-Group call will be attempted to be sent to an agent, like After-Hours, No-Agent-No-Queue, Areacode Filter, Max Calls, etc...

If for any reason the call hasn't been attempted to be sent to an agent, it is considered to have never entered the queue, even though it did enter the In-Group.

[Op3r]

oh thanks matt.