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.

Field Details
Date Range

The default date and time range is from 12:00 AM to 11:59 PM today. When you click the arrows to the left or right of the date range, the range moves up or back 24 hours. When you click the in the date range, you can select one of these options:

  • Today: Outputs data from 12:00 AM today to now. This option is the default.
  • Yesterday: Outputs data from 12:00 AM yesterday to 11:59 PM last night.
  • Last 7 Days: Outputs data from 12:00 AM seven days ago to now.
  • Last 30 Days: Outputs data from 12:00 AM 30 days ago to 12:00 AM today.
  • Previous Week: Outputs data from the last full week, Sunday through Saturday. It pulls data from 12:00 AM last Sunday to 11:59 PM last Saturday.
  • Previous Month: Outputs data from 12:00 AM on the first day of last month to 11:59 PM the last day of last month.
  • Month to Date: Outputs data from 12:00 AM on the first day of this month to now.
  • Specific Date: Opens a date selector and lets you choose a specific day from which to pull data. By default, it pulls data from 12:00 AM that morning to 11:59 PM that night.
  • Date Range: Opens two date selectors that enable you to select a start date and end date for the range. By default, the range pulls data from 12:00 AM on the selected start date to 11:59 PM on the selected end date.

Start/End Time

If you selected Specific Date or Date Range for Date Range, you can use the Start/End Time field to specify the time range you want the data to cover. When you click inside the start or end text box, a drop-down lists times from 12:00 AM to 11:45 PM that you can select. You can also enter a specific time.
Export Format

You can use the Export Format drop-down to select the format you want the report to be in when you download it. You can select one of these options:

  • Comma Separated: A comma-separated list in a CSV file.
  • Tab Delimited File: A tab-separated list in a TXT file.
  • XML: An XML-formatted TXT file.
Include Field Names Select this checkbox if you want the first row of the report to be field names.
Append date to file name (YYYYMMDD) Select this checkbox if you want the current date to appear at the end of the report file name. The format is year, month, then day.

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 1–24. 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 .