Report - Campaign Queue Summary

Report - Campaign Queue Summary

Overview

This report calculates queue data for selected campaigns by media type.


For Each media handled in the campaign queue , the report will display the following data:

Name: The campaign name

Queue : The queue name

Type : The media type ( Voice, SMS, Chat, Email, Social )

Total : Total number of workitems handled by the queue. A workitem can be counted twice if it is transferred back into the queue.

Answered: Total workitems answered in the queue.

Answered before threshold: Total workitems answered in the queue before the configured threshold.

Answered after threshold: Total workitems answered in the queue after the configured threshold.

Abandoned: Total workitems abandoned in the queue.

Abandoned before threshold: Total workitems abandoned in the queue before the configured threshold.

Abandoned after threshold: Total workitems abandoned in the queue after the configured threshold.

AQT: Average queue time of all workitems in the queue.

MQT: Max queue time of all workitems in the queue.

Total Queue Time: The total queue time for all workitems in the queue.

Total Talk Time: The total talk time for all answered workitems in the queue.

ATT: Average talk time for all answered workitems in the queue.

Total Wrapup Time: The wrap up time for all answered workitems in the queue.

AWT: Average wrap up time for all answered workitems in the queue.

SLA: The service level agreement for the queue.

Click Here to Download Linked File

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.