What is the Meaning of %Calls Serviced in the Agent in Queue Report

[namwirocecil]

As above Subject, Could anyone advise as the calculations of the calls received and answered are not adding up. Many thanks.

 

[YiannisH_3CX]

Hello @namwirocecil

Does the following help or are you referring to a different report?
https://www.3cx.com/community/threads/report-queue-statistics-calls-serviced-calculation.65260/

 

[namwirocecil]

Hello @namwirocecil

Does the following help or are you referring to a different report?
https://www.3cx.com/community/threads/report-queue-statistics-calls-serviced-calculation.65260/

Hi @YiannisH_3CX Thanks for the reference. However, this report(Agent in Queue) does not clearly state how many calls an agent received vs how many the agent answered while logged in to the Queue. As a matter of fact, for a normal report, having to Identify the utilization of agents, it is measured according to Number of calls Offered, against number of calls the agent answered from those offered. There has been cases where If I generate a weekly report over a certain period, say on weekly basis, it would provide a percentage of over 90% per agent for calls serviced. But if I generate the same report over a period of a month or 30 days at once, the report gives 30-45% as the % Calls Serviced. So, help me understand how this is possible.

 

[YiannisH_3CX]

You can create a ticket with our support department so they can have a look at you call data and see if the info on the reports is correct. Without having the data at hand there is no way to answer your question.

 

[namwirocecil]

You can create a ticket with our support department so they can have a look at you call data and see if the info on the reports is correct. Without having the data at hand there is no way to answer your question.

Thanks @YiannisH_3CX . Will sure do so.