Compare Data in the Queue Summary and Detailed Interactions Reports in Analytics for 8x8 Contact Center

Objective

Applies To

• Queue Summary Report
• Detailed Transactions Report
• Analytics for 8x8 Contact Center

Procedure

1. Create a Queue Summary report and a Detailed Transactions that cover the same time period, agents, queues, etc.
2. Download the Detailed Transactions report and open it up in Excel to allow you to edit it.
3. Create a pivot table using Labels as the rows and a column that will produce a count. In this example, we used the Participants column.
   
   
4. You then have a pivot table containing the necessary data.
   
   
5. To get the total number of calls that entered the queue, choose only row labels which include Queued.
   
   
6.  The total you get should match the value in the Queue Summary report you are working with.
   
   
7. To get the number of accepted calls, choose only the rows with the label Handled.
   
   
8. The total you get should match the value in the Queue Summary report you are working with.
   
   
9. To get the number of diverted calls, choose the rows with the label Dequeued.
   
   
10. The total you get should match the value in the Queue Summary report you are working with.
    
    
11. Finally, one can find the abandoned calls by choosing those listed as Abandoned in the Labels column and those with Canceled Callback.  A canceled callback is considered an abandoned call because the caller took action to end the call before talking to an agent.
    
    
12. The total you get should match the value in the Queue Summary report you are working with.