Omnia Admin Reports: Queue Summary

Alert: Access to this Report:

• Access to this report is based on your user role. You may not be able to access and view a specific report and all of its features if your role does not permit it.

1. Navigate to the Reports Section:

• Go to the Admin Portal and sign in.
• Click the Reports tab to expand it.
• Select Queues, then Queue Summary.

2. Understanding the Records Table:

• The records table provides detailed information about the queue performance metrics. The columns include:
  • Name: The name of the queue.
  • Inbound Complete: The number of completed inbound calls.
  • Abandoned: The number of abandoned calls.
  • Refused: The number of refused calls.
  • Blind Transfers: The number of blind transfers.
  • Attended Transfers: The number of attended transfers.
  • Total Transfers: The total number of transfers.
  • Total Wait Time: The total wait time for all calls.
  • Average Wait Time Per Call: The average wait time per call.
  • Shortest Wait: The shortest wait time.
  • Longest Wait: The longest wait time.
  • Percent Answered Under 30 Seconds: The percentage of calls answered within 30 seconds.
  • Total Talk Time: The total talk time for all calls.
  • Average Talk Time Per Call: The average talk time per call.
  • Exits with Key Press: The number of exits triggered by key press.
  • Exits By Timeout: The number of exits due to timeout.
  • Total Inbound: The total number of inbound calls.
  • Unique Inbound: The number of unique inbound calls.
  • Answer Rate Minus Abandons: The answer rate excluding abandoned calls.
  • Average Abandon Time Per Call: The average abandon time per call.
  • Complete Callbacks: The number of completed callbacks.
  • Successful Callbacks: The number of successful callbacks.
  • Failed Callbacks: The number of failed callbacks.
  • Hold Time Under 0.5 Minutes: The hold time under 0.5 minutes.
  • Hold Time Over 0.5 Minutes: The hold time over 0.5 minutes.
  • Total Outbound: The total number of outbound calls.
• The initial results shown will be for today's date.

3. Sorting Columns:

• All column headers can be sorted. Click on a column header to sort the records based on that column.

4. Using Quick Filters:

• You can quickly filter records by date using the buttons at the top of the page:
  • Yesterday
  • Last 10 Days
  • Last 30 Days

5. Accessing Filter Settings:

• Click on the Filter button to open the filter settings.

6. Selecting Date and Time Range:

• In the filter settings, you can select a specific date and time range:
  • Use the calendar to pick start and end dates.
  • Adjust the time settings as needed.
• You can also choose from predefined date ranges such as: Last week, Last month, Last 3 months, Last 6 months, Last year.

7. Selecting Distribution:

• You can filter the records by distribution: Hourly, Daily, Monthly, Agents, or None.

8. Filtering by Hold Time:

• Enter a specific hold time in minutes to filter the records.

9. Filtering by Additional Criteria:

• You can further filter the records by additional criteria:
  • Queues: Select specific queues.
  • Tag: Enter a specific tag to filter by.
• After setting your desired filters, click Update to apply them and update the records table.

10. Reset Filters:

• Click Reset to remove your filters and start over if needed.

11. Export Records:

• To export the displayed records, click on the Export button located at the top right of the records table.

12. Schedule a Report:

• Click the Export button.
• Select Schedule Report from the dropdown.

13. Configure Report Settings:

• Enter a name for the report.
• Add recipient email addresses. Use commas to separate multiple emails.
• Select the report frequency: Daily, Weekly, or Monthly.
• Review the current filter settings.
• Click Schedule to save the report schedule.
• For more information, see the Scheduled Reports section.