OrderlyStats
Up to AprilChange Times or Queue
Queue: PEAKSTAFF      18 April 2005 00:00 to 18 April 2005 23:59
  ACD Calls
  Total Min Mean Max
Call Time 431h 37m 50.0s 5.0s 10m 17.1s 25m 24.0s
Time On Hold 1h 6m 14.0s 1.0s 1.6s 1m 2.0s
Entry Position - 1 1.0 6
Number of Callers 2518  
Number of Calls 2518  
  ACD Answered Calls
  Total Min Mean Max
Call Time 431h 36m 53.0s 5.0s 10m 17.6s 25m 24.0s
Time On Hold 1h 5m 17.0s 1.0s 1.6s 1m 2.0s
Talk Time 430h 31m 36.0s 4.0s 10m 16.0s 25m 23.0s
Entry Position - 1 1.0 6
Callers Answered 2516     (99.9%)  
Calls Answered 2516     (99.9%)  
Agent Hang-Ups 1019     (40.5%)  
Caller Hang-Ups 1497     (59.5%)  
  ACD Abandoned Calls
  Total Min Mean Max
Time On Hold 57.0s 12.0s 28.5s 45.0s
Entry Position - 3 3.5 4
Exit Position - 1 1.5 2
Callers Abandoned 2     (0.1%)  
Calls Abandoned 2     (0.1%)  

Call Chart

Service Level & Caller Retention

Agents
    Calls   Talk Time   Session Time   Hangups (Agent : Caller)
    Number Percentage   Total Mean   Total Mean Count   Number Percentage
 Agent/1001
   39 1.6%   6h 20m 9.0s 9m 44.8s   11h 20m 6.0s 11h 20m 6.0s 1   17 / 22 43.6% / 56.4%
 Agent/1002
   35 1.4%   5h 53m 31.0s 10m 6.0s   10h 32m 42.0s 10h 32m 42.0s 1   14 / 21 40.0% / 60.0%
 Agent/1003
   34 1.4%   6h 14m 31.0s 11m 0.9s   11h 12m 9.0s 11h 12m 9.0s 1   13 / 21 38.2% / 61.8%
 Agent/1004
   36 1.4%   6h 27m 58.0s 10m 46.6s   10h 58m 30.0s 10h 58m 30.0s 1   11 / 25 30.6% / 69.4%
 Agent/1005
   35 1.4%   6h 26m 44.0s 11m 3.0s   11h 24m 58.0s 11h 24m 58.0s 1   9 / 26 25.7% / 74.3%
 Agent/1006
   39 1.6%   6h 15m 30.0s 9m 37.7s   11h 5m 43.0s 11h 5m 43.0s 1   17 / 22 43.6% / 56.4%
 Agent/1007
   37 1.5%   6h 23m 37.0s 10m 22.1s   11h 27m 53.0s 11h 27m 53.0s 1   11 / 26 29.7% / 70.3%
 Agent/1008
   33 1.3%   6h 26m 19.0s 11m 42.4s   11h 29.0s 11h 29.0s 1   12 / 21 36.4% / 63.6%
 Agent/1009
   36 1.4%   5h 48m 31.0s 9m 40.9s   10h 4m 40.0s 10h 4m 40.0s 1   14 / 22 38.9% / 61.1%
 Agent/1010
   36 1.4%   6h 30m 50.0s 10m 51.4s   11h 6m 45.0s 11h 6m 45.0s 1   14 / 22 38.9% / 61.1%
 Agent/1011
   36 1.4%   6h 5m 15.0s 10m 8.8s   10h 46m 49.0s 10h 46m 49.0s 1   15 / 21 41.7% / 58.3%
 Agent/1012
   15 0.6%   2h 13m 29.0s 8m 53.9s   3h 36m 23.0s 3h 36m 23.0s 1   10 / 5 66.7% / 33.3%
 Agent/1013
   35 1.4%   6h 8m 0.0s 10m 30.9s   10h 52m 54.0s 10h 52m 54.0s 1   14 / 21 40.0% / 60.0%
 Agent/1014
   36 1.4%   6h 4m 16.0s 10m 7.1s   10h 38m 14.0s 10h 38m 14.0s 1   17 / 19 47.2% / 52.8%
 Agent/1015
   36 1.4%   6h 9m 14.0s 10m 15.4s   12h 49m 30.0s 12h 49m 30.0s 1   15 / 21 41.7% / 58.3%
 Agent/1016
   16 0.6%   2h 8m 10.0s 8m 0.6s   2h 57m 43.0s 2h 57m 43.0s 1   6 / 10 37.5% / 62.5%
 Agent/1017
   33 1.3%   6h 15m 2.0s 11m 21.9s   11h 45m 42.0s 11h 45m 42.0s 1   13 / 20 39.4% / 60.6%
 Agent/1018
   35 1.4%   5h 56m 37.0s 10m 11.3s   11h 11m 0.0s 11h 11m 0.0s 1   16 / 19 45.7% / 54.3%
 Agent/1019
   13 0.5%   2h 44m 58.0s 12m 41.4s   4h 1m 49.0s 4h 1m 49.0s 1   9 / 4 69.2% / 30.8%
 Agent/1020
   36 1.4%   6h 12m 15.0s 10m 20.4s   10h 54m 5.0s 10h 54m 5.0s 1   18 / 18 50.0% / 50.0%
 Agent/1021
   17 0.7%   2h 32m 32.0s 8m 58.4s   3h 50m 3.0s 3h 50m 3.0s 1   8 / 9 47.1% / 52.9%
 Agent/1022
   34 1.4%   6h 15m 3.0s 11m 1.9s   11h 4m 35.0s 11h 4m 35.0s 1   15 / 19 44.1% / 55.9%
 Agent/1023
   34 1.4%   6h 22m 3.0s 11m 14.2s   10h 17m 26.0s 10h 17m 26.0s 1   15 / 19 44.1% / 55.9%
 Agent/1024
   35 1.4%   6h 19m 39.0s 10m 50.8s   11h 19m 7.0s 11h 19m 7.0s 1   15 / 20 42.9% / 57.1%
 Agent/1025
   38 1.5%   5h 50m 15.0s 9m 13.0s   11h 7m 1.0s 11h 7m 1.0s 1   14 / 24 36.8% / 63.2%
 Agent/1026
   37 1.5%   6h 18m 7.0s 10m 13.2s   10h 59m 41.0s 10h 59m 41.0s 1   13 / 24 35.1% / 64.9%
 Agent/1027
   38 1.5%   6h 1m 10.0s 9m 30.3s   11h 23m 19.0s 11h 23m 19.0s 1   17 / 21 44.7% / 55.3%
 Agent/1028
   36 1.4%   6h 36.0s 10m 1.0s   10h 55m 10.0s 10h 55m 10.0s 1   18 / 18 50.0% / 50.0%
 Agent/1029
   36 1.4%   6h 16m 4.0s 10m 26.8s   11h 29m 43.0s 11h 29m 43.0s 1   12 / 24 33.3% / 66.7%
 Agent/1030
   33 1.3%   6h 4m 3.0s 11m 1.9s   10h 47m 18.0s 10h 47m 18.0s 1   14 / 19 42.4% / 57.6%
 Agent/1031
   38 1.5%   6h 20m 18.0s 10m 0.5s   10h 55m 7.0s 10h 55m 7.0s 1   15 / 23 39.5% / 60.5%
 Agent/1032
   33 1.3%   6h 4m 16.0s 11m 2.3s   10h 51m 28.0s 10h 51m 28.0s 1   13 / 20 39.4% / 60.6%
 Agent/1033
   35 1.4%   6h 23m 48.0s 10m 57.9s   12h 25m 44.0s 12h 25m 44.0s 1   14 / 21 40.0% / 60.0%
 Agent/1034
   16 0.6%   2h 27m 58.0s 9m 14.9s   3h 51m 30.0s 3h 51m 30.0s 1   8 / 8 50.0% / 50.0%
 Agent/1035
   34 1.4%   6h 9m 10.0s 10m 51.5s   10h 17m 46.0s 10h 17m 46.0s 1   11 / 23 32.4% / 67.6%
 Agent/1036
   39 1.6%   6h 5m 20.0s 9m 22.1s   11h 22m 34.0s 11h 22m 34.0s 1   19 / 20 48.7% / 51.3%
 Agent/1037
   36 1.4%   6h 15m 41.0s 10m 26.1s   10h 47m 51.0s 10h 47m 51.0s 1   14 / 22 38.9% / 61.1%
 Agent/1038
   36 1.4%   6h 12m 49.0s 10m 21.4s   10h 59m 47.0s 10h 59m 47.0s 1   12 / 24 33.3% / 66.7%
 Agent/1039
   38 1.5%   6h 2m 57.0s 9m 33.1s   10h 53m 58.0s 10h 53m 58.0s 1   10 / 28 26.3% / 73.7%
 Agent/1040
   13 0.5%   2h 20m 7.0s 10m 46.7s   3h 29m 17.0s 3h 29m 17.0s 1   5 / 8 38.5% / 61.5%
 Agent/1041
   36 1.4%   6h 10m 17.0s 10m 17.1s   12h 16m 48.0s 12h 16m 48.0s 1   19 / 17 52.8% / 47.2%
 Agent/1042
   36 1.4%   6h 18m 19.0s 10m 30.5s   11h 39m 14.0s 11h 39m 14.0s 1   14 / 22 38.9% / 61.1%
 Agent/1043
   43 1.7%   6h 5m 12.0s 8m 29.6s   11h 12m 40.0s 11h 12m 40.0s 1   18 / 25 41.9% / 58.1%
 Agent/1044
   35 1.4%   6h 24m 12.0s 10m 58.6s   10h 49m 21.0s 10h 49m 21.0s 1   15 / 20 42.9% / 57.1%
 Agent/1045
   36 1.4%   6h 13m 16.0s 10m 22.1s   11h 47m 28.0s 11h 47m 28.0s 1   17 / 19 47.2% / 52.8%
 Agent/1046
   38 1.5%   6h 6m 16.0s 9m 38.3s   11h 33m 27.0s 11h 33m 27.0s 1   17 / 21 44.7% / 55.3%
 Agent/1047
   41 1.6%   6h 3m 0.0s 8m 51.2s   11h 34m 54.0s 11h 34m 54.0s 1   18 / 23 43.9% / 56.1%
 Agent/1048
   34 1.4%   6h 33m 13.0s 11m 33.9s   11h 9.0s 11h 9.0s 1   13 / 21 38.2% / 61.8%
 Agent/1049
   13 0.5%   2h 30m 20.0s 11m 33.8s   3h 39m 56.0s 3h 39m 56.0s 1   8 / 5 61.5% / 38.5%
 Agent/1050
   39 1.6%   5h 54m 57.0s 9m 6.1s   10h 58m 21.0s 10h 58m 21.0s 1   17 / 22 43.6% / 56.4%
 Agent/1051
   34 1.4%   6h 16m 7.0s 11m 3.7s   11h 2m 20.0s 11h 2m 20.0s 1   11 / 23 32.4% / 67.6%
 Agent/1052
   36 1.4%   6h 13m 21.0s 10m 22.3s   11h 19m 9.0s 11h 19m 9.0s 1   22 / 14 61.1% / 38.9%
 Agent/1053
   35 1.4%   6h 6m 55.0s 10m 29.0s   10h 41m 17.0s 10h 41m 17.0s 1   10 / 25 28.6% / 71.4%
 Agent/1054
   39 1.6%   6h 10m 17.0s 9m 29.7s   13h 13m 37.0s 13h 13m 37.0s 1   16 / 23 41.0% / 59.0%
 Agent/1055
   12 0.5%   2h 38m 50.0s 13m 14.2s   3h 50m 59.0s 3h 50m 59.0s 1   4 / 8 33.3% / 66.7%
 Agent/1056
   35 1.4%   5h 51m 33.0s 10m 2.7s   10h 58m 57.0s 10h 58m 57.0s 1   15 / 20 42.9% / 57.1%
 Agent/1057
   36 1.4%   5h 57m 41.0s 9m 56.1s   10h 57m 32.0s 10h 57m 32.0s 1   9 / 27 25.0% / 75.0%
 Agent/1058
   35 1.4%   6h 17m 9.0s 10m 46.5s   11h 22m 15.0s 11h 22m 15.0s 1   15 / 20 42.9% / 57.1%
 Agent/1059
   36 1.4%   6h 3m 13.0s 10m 5.4s   10h 40m 7.0s 10h 40m 7.0s 1   9 / 27 25.0% / 75.0%
 Agent/1060
   35 1.4%   6h 11m 26.0s 10m 36.7s   10h 53m 18.0s 10h 53m 18.0s 1   16 / 19 45.7% / 54.3%
 Agent/1061
   36 1.4%   5h 43m 19.0s 9m 32.2s   10h 4m 39.0s 10h 4m 39.0s 1   13 / 23 36.1% / 63.9%
 Agent/1062
   37 1.5%   6h 1m 43.0s 9m 46.6s   10h 45m 41.0s 10h 45m 41.0s 1   10 / 27 27.0% / 73.0%
 Agent/1063
   36 1.4%   6h 33m 36.0s 10m 56.0s   11h 11m 29.0s 11h 11m 29.0s 1   17 / 19 47.2% / 52.8%
 Agent/1064
   34 1.4%   6h 16m 17.0s 11m 4.0s   10h 39m 49.0s 10h 39m 49.0s 1   13 / 21 38.2% / 61.8%
 Agent/1065
   36 1.4%   6h 14m 30.0s 10m 24.2s   10h 45m 51.0s 10h 45m 51.0s 1   16 / 20 44.4% / 55.6%
 Agent/1066
   38 1.5%   6h 7m 2.0s 9m 39.5s   10h 58m 17.0s 10h 58m 17.0s 1   17 / 21 44.7% / 55.3%
 Agent/1067
   15 0.6%   2h 11m 48.0s 8m 47.2s   3h 12m 3.0s 3h 12m 3.0s 1   6 / 9 40.0% / 60.0%
 Agent/1068
   39 1.6%   6h 13m 2.0s 9m 33.9s   10h 58m 6.0s 10h 58m 6.0s 1   19 / 20 48.7% / 51.3%
 Agent/1069
   39 1.6%   6h 8m 55.0s 9m 27.6s   11h 7m 5.0s 11h 7m 5.0s 1   14 / 25 35.9% / 64.1%
 Agent/1070
   33 1.3%   6h 36m 21.0s 12m 0.6s   10h 55m 20.0s 10h 55m 20.0s 1   11 / 22 33.3% / 66.7%
 Agent/1071
   38 1.5%   6h 35m 52.0s 10m 25.1s   10h 45m 58.0s 10h 45m 58.0s 1   16 / 22 42.1% / 57.9%
 Agent/1072
   34 1.4%   6h 22m 32.0s 11m 15.1s   10h 53m 28.0s 10h 53m 28.0s 1   13 / 21 38.2% / 61.8%
 Agent/1073
   35 1.4%   5h 57m 30.0s 10m 12.9s   10h 51m 23.0s 10h 51m 23.0s 1   13 / 22 37.1% / 62.9%
 Agent/1074
   37 1.5%   6h 14m 3.0s 10m 6.6s   11h 31m 2.0s 11h 31m 2.0s 1   14 / 23 37.8% / 62.2%
 Agent/1075
   38 1.5%   6h 2m 40.0s 9m 32.6s   11h 13m 1.0s 11h 13m 1.0s 1   17 / 21 44.7% / 55.3%
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