Longest Inqueue by Hour Report

Required permissions: Data Download View

The Longest Inqueue by Hour data download report displays the longest wait time a contact spent per hour per skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge for the dates specified.

Select Report Option

You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.

Columns

Week_

The number of the week in the year that the events in the row occurred, numbered 1-52. For example, the first week in January is week 1.

WeekDay

The number of the day in the week that the events in the row occurred, numbered 1-7. It starts with Sunday as day 1 and ends with Saturday as day 7. For example, Monday is day 2 of the week.

Date_

The date within the specified time period on which the events in the row occurred. It has a format of MM/DD/YYYY.

Hour_

The number of the hour in the day that the events in the row occurred, numbered 124. It starts with 12:00 AM–1:00 AM as hour 1 and ends with 11:00 PM–12:00 AM as hour 24.

Skill_Name

The name of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge that handled the interaction.

Campaign_No

The unique, system-generated ID of the campaign the skill that handled the contact belongs to.

Media_Name

The media type or channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. of the contact.

LongWait

The number of seconds of the greatest amount of time a single contact spent in queue during the indicated hour for the indicated skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge .