Using multi-stint mode in reports

2008-12-07
When QueueMetrics run an activity report, its basic "unit of measurement" is the queue; that is the activity that your call made on a specific queue. This may lead to a situation that is harder to understand if you have spill-over queues in place, that is, if a call is not handled in one queue it is moved to a different one.

In order to address this problem, queueMetrics implements a multi-stint analysis mode, where mutiple passages on different queues are "joined together", like in the following example. Imagine this call:
h 10.00.00 enters queue 1
h 10.00.59 exits queue 1
h 10.01.00 enters queue 2
h 10.01.59 exits queue 2
h 10.02.00 enters queue 3
h 10.02.30 answered on queue 3
h 10.03.00 caller hangs up

With single stint mode you would see:
h 10.00.00 lost call on "queue 1", waited for 59 seconds
h 10.01.00 lost call on "queue 2", waited for 59 seconds
h 10.02.00 answered call on "queue 3", waited for 30 seconds, duration 30 seconds

With multi-stint mode you would see:
h 10.00.00 call enters on queue 3, waits for 2:30, duration 30 seconds
and by clicking on the call detail, you get the whole history.

In order to have multi-stint work correctly, you should include ALL the queues that the call was handled upon in the same report - otherwise it will not find out where the call passed.

Of course, in real-life you can run both multi-stint and single-stint analyses when querying the performance of your call-center; you use multi-stint to see the performance from the point of view of the caller, and single-stint to see what happended from the point of view of the providers, e.g. service groups.

Permalink - Back to FAQs

QueueMetrics Training

Loway Logo

Copyright ©Loway 2018 · all rights reserved · Terms of service · Privacy policy

All trademarks, service marks, trade names, product names and logos appearing on the site are the property of their respective owners, including in some instances Loway. Any rights not expressly granted herein are reserved.

Facebook Twitter Linkedin Pinterest Google+ Tumblr Vimeo Youtube Slideshare RSS

Network Status: Network is OK