Contact States by Interval Report

Related Products or Features: Business Intelligence (BI) Reports

The Contact States by Interval report allows you to view the number of contacts in each stateClosed The availability status of an agent for a selected time period. The report divides this data into time intervals, showing you how long contacts spent in each state. You can see how many contacts were in the state for less than 30 seconds, 30 to 60 seconds, 60 to 90 seconds, and so on.

The Contact States by Interval report has two tables:

  • Contact State Intervals Seconds: Shows intervals ranging from less than 30 seconds to over 60 minutes.

  • Contact State Intervals Minutes: Shows intervals ranging from less than 1 minute to over 1 day.

Data in this Report

The Contact States by Interval report has multiple columns that present data attributes and metrics. The table below provides a description for each column.