Versions Compared

Old Version 1

changes.mady.by.user Nathaniel Halbrooks

Saved on

compared with

New Version Current

changes.mady.by.user Kelli Higdon

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

THIS WIKI HAS BEEN UPDATED FOR VERSION 13 OF YOUR PBX GUI

Table of Contents
minLevel1
maxLevel6
outlinefalse
stylenone
typelist
printablefalse

Overview 

Q-Xact is an advanced queue reporting module. Q-Xact gives you control over what data is displayed for each type of report. It allows you to build custom templates for quick reporting. Each report type, such as "All Call Distribution by Queue," has a list of columns that can be selected or deselected for on-the-fly customization.

...

You can choose from the following report types:

Report Type

Description

All Call Distribution by Queue

All calls to each queue, including answered and unanswered calls

Answered Call Distribution by Queue

Answered calls to each queue

Unanswered Call Distribution by Queue

Unanswered calls to each queue

Answered Call Distribution by Agent

Answered calls per agent

All Call Distribution by Day

All calls to each queue in a day-by-day breakdown

All Call Distribution by Hour

All calls to each queue in an hour-by-hour breakdown

All Call Distribution by Day of Week

All calls to each queue by day of week, such as Monday, Tuesday, etc.

All Service Level

How long all answered calls had to wait in the queue before being answered, broken down in 15-second increments

Answered Service Level

How long all answered calls had to wait in the queue to be answered

Unanswered Service Level

How long unanswered calls waited in the queue before hanging up

Call Disconnection Cause

A running total of disconnection causes, such as caller hung up, agent hung up, or call timed out

Call Detail List

A detailed list of each call in each queue, both answered and unanswered

Answered Call Detail List

A detailed list of answered calls in each queue

Unanswered Call Detail List

A detailed list of each unanswered call in each queue

Agent Availability Detail

Shows agent login and logout changes, and pause and unpause changes

Agent Missed Call Detail

Shows each call offered to an agent that was not answered by that agent

Data Columns

Depending upon the type of report, you can enable or disable several possible columns of data:

General

  • Queue Name

  • Number of Calls

  • Percent of Calls

  • Day

  • Date

  • Day of Week

  • Hour

  • Within Duration (Service Level)

  • Agent Name

  • Agent Action

  • Caller

  • Inbound DID number

  • Unique ID

Wait Time

  • Total Time Waiting

  • Average Wait Time

  • Minimum Wait Time

  • Maximum Wait Time

  • Percent of Time Waiting

  • Ring Time (specific call to agent)

  • Wait Duration (specific call)

  • Talk Duration (specific call)

Talk Time

  • Total Time Talking

  • Average Talk Time

  • Minimum Talk Time

  • Maximum Talk Time

  • Percent of Time Talking

 Call Duration

  • Total Call Duration

  • Call Duration (specific call)

  • Average Call Duration

  • Minimum Call Duration

  • Maximum Call Duration

  • Percent of Call Duration

Call Disconnection

  • Reason

  • Number

  • Percent

  • Original Position

  • Abandon Position

 

Desciption  Wait time columns

Name

Description

  • Total Time Waiting

Sum of waittime of calls in a  queue

  • Average Wait Time

Avergage Wait time the calls

  • Minimum Wait Time

Minimum Wait time of the call in a queue

  • Maximum Wait Time

Maximum Wait time of the call in a queue

  • Percent of Time Waiting

Percentage of wait time 

  • Ring Time (specific call to agent)

Ring time of a Agent Missed call 

  • Wait Duration (specific call)

Wait time of a specific Answered Calls

Talk Duration (specific call)

Talk duration of specific Answered Calls

Creating a New Template 

Navigate to the QXact Report Templates module:

...