We have a few monthly reports for our Tech Service Queue and it was brought to my attention that some things seemed odd. With people working remotely these days things were a bit off and most of the oddness was explained. I was still wondering about the data in our Queue Performance Overview report. In the report the Poll count for the agents seems to be grossly inaccurate.
There were on average 7 users in the Queue for the month of April and there were 90 calls. The Queue uses the Hunt by 3s Random polling strategy. I find it very odd that with this calls to users ratio that the poll numbers are so low many of which are zero. I could also be interpreting the data wrong but in any case I wanted to see if someone could explain things better to me.
Thank you
There were on average 7 users in the Queue for the month of April and there were 90 calls. The Queue uses the Hunt by 3s Random polling strategy. I find it very odd that with this calls to users ratio that the poll numbers are so low many of which are zero. I could also be interpreting the data wrong but in any case I wanted to see if someone could explain things better to me.
| Queue | Received | Serviced | Unanswered | Talk Time | Average Talk Time |
| 826 - Service Queue | 90 | 89 | 1 - Calls | ||
| 506 - | 30 | 0 - Polls | 4:42:40 | 0:09:25 | |
| 539 - | 0 | 0 - Polls | 0:00:00 | ||
| 581 - | 6 | 0 - Polls | 0:30:04 | 0:05:01 | |
| 616 - | 13 | 0 - Polls | 1:26:05 | 0:06:37 | |
| 684 - | 11 | 0 - Polls | 1:26:02 | 0:07:49 | |
| 688 - | 3 | 1 - Polls | 1:27:06 | 0:29:02 | |
| 717 - | 11 | 2 - Polls | 2:10:55 | 0:11:54 | |
| 763 - | 15 | 0 - Polls | 1:21:08 | 0:05:25 | |
| Total: | 90 | 89 | 1 - Calls | 13:04:00 |
Thank you
