Need help making sense of reports

Discussion in 'Windows' started by orl1jps, May 25, 2010.

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  1. orl1jps

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    I ran a queue statistics report for one of my queues. Queue 800. This queue has 12 extension is it. Ext 701 - 712
    Here are the numbers for a 5 hour window over the last 6 working days.

    All reports below are run from 5:45 pm - 9:45pm each day
    Last week daily queue stats for queue 800:
    5/17 (81.8%) 753 received, 616 answered, 137 abandoned (vmail) average wait until answered 14 seconds
    5/18 (60.8%) 434 received, 264 answered, 170 abandoned (vmail) average wait until answered 23 seconds
    5/19 (68.3%) 727 received, 497 answered, 230 abandoned (vmail) average wait until answered 19 seconds
    5/20 (73.5%) 661 received, 486 answered, 175 abandoned (vmail) average wait until answered 18 seconds
    5/21 (67.9%) 521 received, 354 answered, 166 abandoned (vmail) average wait until answered 17 seconds

    This week daily queue stats for queue 800:
    5/24 (91.0%) 647 received, 589 answered, 58 abandoned (vmail) average wait until answered 9 seconds

    If I run a call statistics report for 5/24 for the same time period and I look at the extensions 701 - 712 the report shows numbers that are larger than the total for the queue and they all show answered on this report none show unanswered.
    701 - 92 calls
    702 - 128 calls
    703 - 201 calls
    704 - 0 calls
    705 - 116 calls
    706 - 149 calls
    707 - 123 calls
    708 - 152 calls
    709 - 134 calls
    710 - 143 calls
    711 - 135 calls
    712 - 72 calls

    What are these numbers trying to tell me? I have another post at this link
    http://www.3cx.com/forums/remote-office-has-high-volume-of-dropped-calls-or-dead-air-15256.html
    where we are trying to track down dead air calls for this external office and these numbers lead me to believe there is an answer within these statistics. Can anyone help with an answer or why I would show so many calls to each extension where the queue shows only a fraction of the calls. I do not have these extensions in other queues nor do they take calls in any manner other that this queue 800.

    Thank you for your help and consideration in advance.

    Sincerely,

    Jamie Smith
    Director of Information Technology
    Fox Valley Technologies
    jamies@foxvalleytechnologies.com
     
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