TEMPLATE - CSQ Trending Analysis

Total Statistics

CSQ Name	Total Count	Average Queue Time	Abandoned Average Queue Time	Met Service Level Percent	Missed Service Level Percent	Handled Percent	RNA Percent	Abandoned Percent	Average Handle Time	Average Talk Time	Average Hold Time
CARS	3922	00:00:14	00:00:57	57.98%	42.02%	82.43%	6.73%	10.81%	00:09:59	00:07:53	00:00:05
OnLineHelpDesk	4066	00:01:53	00:03:30	15.45%	84.55%	60.67%	22.65%	16.6%	00:06:14	00:03:28	00:00:01
PhoneRoom	28030	00:00:08	00:00:20	85.76%	14.24%	88.92%	0.09%	11%	00:01:21	00:00:42	00:00:17
Summary	36018	00:00:21	00:00:55	74.8%	25.2%	85.02%	3.36%	11.61%	00:02:39	00:01:47	00:00:14

CSQ Name	July 2021	August 2021	September 2021
Total Count
CARS	1064	1489	1369
OnLineHelpDesk	1825	1256	985
PhoneRoom	9622	9969	8439
Summary	12511	12714	10793
Average Queue Time
CARS	00:00:13	00:00:17	00:00:10
OnLineHelpDesk	00:02:13	00:01:40	00:01:32
PhoneRoom	00:00:09	00:00:07	00:00:09
Summary	00:00:28	00:00:17	00:00:16
Abandoned Average Queue Time
CARS	00:00:59	00:01:04	00:00:44
OnLineHelpDesk	00:03:41	00:03:18	00:03:21
PhoneRoom	00:00:37	00:00:13	00:00:12
Summary	00:01:20	00:00:42	00:00:41
Met Service Level Percent
CARS	53.67%	59.03%	60.19%
OnLineHelpDesk	15.01%	15.61%	16.04%
PhoneRoom	87.56%	86.39%	82.96%
Summary	74.09%	76.19%	73.96%
Missed Service Level Percent
CARS	46.33%	40.97%	39.81%
OnLineHelpDesk	84.99%	84.39%	83.96%
PhoneRoom	12.44%	13.61%	17.04%
Summary	25.91%	23.81%	26.04%
Handled Percent
CARS	79.79%	81.33%	85.68%
OnLineHelpDesk	59.89%	60.75%	62.03%
PhoneRoom	89.38%	89%	88.29%
Summary	84.26%	85.31%	85.56%
RNA Percent
CARS	7.42%	6.65%	6.28%
OnLineHelpDesk	22.03%	25.32%	20.41%
PhoneRoom	0.07%	0.15%	0.04%
Summary	3.9%	3.4%	2.69%
Abandoned Percent
CARS	12.69%	12.02%	8.04%
OnLineHelpDesk	17.92%	13.93%	17.56%
PhoneRoom	10.55%	10.85%	11.67%
Summary	11.81%	11.29%	11.75%
Average Handle Time
CARS	00:10:24	00:10:19	00:09:21
OnLineHelpDesk	00:06:55	00:05:45	00:05:35
PhoneRoom	00:01:20	00:01:23	00:01:20
Summary	00:02:39	00:02:41	00:02:38