WARMTRANSFER / QUEUE PERFORMANCE
Queue Activity — Technical Support
2026-08-03 — 2026-08-09 · America/Chicago
Scope: queue: Technical Support
Deterministic report · No AI used · WT-REPORT-1.1 · Generated 2026-08-10T12:00:00.000Z
Contacts202completed voice contacts
Answered81.7%165 of 202
Avg queue wait26.1s165 contributing
Connected + wrap-up213.9s165 contributing
Report summary
- Technical Support accounts for 202 of 202 records in this selection.
- The busiest local hour is 08:00–09:00 with 28 records across the selected days.
- 21 records explicitly report abandonment. Other unconnected outcomes remain separate.
- 21 contacts have one or more transfers; 21 transfer events are recorded. These are different measures.
Daily contact volume
Completed contacts by local date
Hourly demand
Local hour · all selected dates combined
00
03
06
28
2809
28
28
2812
28
21
1115
2
18
21
Outcome and direction mix
Every selected contact remains visible
Answered165 81.7%
Abandoned21 10.4%
Not connected16 7.9%
Unknown0 0.0%
Direction
inbound202 100.0%
Time profile
Averages disclose contributing record counts
Queue wait26.1s1h 11m total · n=165
Connected190.3s8h 43m total · n=165
Wrap-up23.6s1h 4m total · n=165
Connected + wrap-up213.9s9h 48m total · n=165
Transfers
21 contacts with recorded transfer history · 21 transfer events · 10.4% of contacts with known transfer data
Daily detail
Outcome and duration metrics for each local date in the report.
| Local date | Contacts | Answered | Abandoned | Not connected | Unknown | Answered share | Queue wait | Connected + wrap-up |
|---|---|---|---|---|---|---|---|---|
| 2026-08-03 | 24 | 19 | 3 | 2 | 0 | 79.2% | 25.9s | 213.9s |
| 2026-08-04 | 26 | 21 | 3 | 2 | 0 | 80.8% | 25.5s | 215.7s |
| 2026-08-05 | 27 | 22 | 3 | 2 | 0 | 81.5% | 26.2s | 213.0s |
| 2026-08-06 | 29 | 24 | 3 | 2 | 0 | 82.8% | 26.5s | 214.5s |
| 2026-08-07 | 30 | 25 | 3 | 2 | 0 | 83.3% | 26.2s | 218.3s |
| 2026-08-08 | 32 | 26 | 3 | 3 | 0 | 81.3% | 26.8s | 213.4s |
| 2026-08-09 | 34 | 28 | 3 | 3 | 0 | 82.4% | 25.6s | 209.1s |
Teams handling this queue
Final-team attribution for contacts in the selected queue.
| Final team | Contacts | Answered | Abandoned | Not connected | Unknown | Answered share | Queue wait | Connected + wrap-up |
|---|---|---|---|---|---|---|---|---|
| WarmTransfer Dallas | 165 | 165 | 0 | 0 | 0 | 100.0% | 26.1s | 213.9s |
Agents handling this queue
Answered contacts attributed to the final recorded agent.
| Final agent | Contacts | Answered | Abandoned | Not connected | Unknown | Answered share | Queue wait | Connected + wrap-up |
|---|---|---|---|---|---|---|---|---|
| Devon K. · WarmTransfer Dallas | 58 | 58 | 0 | 0 | 0 | 100.0% | 21.3s | 224.7s |
| Grace L. · WarmTransfer Dallas | 54 | 54 | 0 | 0 | 0 | 100.0% | 28.9s | 215.3s |
| Jordan B. · WarmTransfer Dallas | 53 | 53 | 0 | 0 | 0 | 100.0% | 28.5s | 200.5s |
Data quality & coverage
1,008 input rows · 0 duplicate IDs removed · 0 excluded rows · 202 selected records.
- FICTIONAL SAMPLE DATA — generated without customer records or bearer tokens.
- Missing or invalid duration and transfer values stay unknown; they are not converted to zero.
- Queue identity uses the Webex queue ID when available; duplicate queue names are shown with an ID suffix.
- Queue attribution uses the final queue carried by each contact; this is not a per-queue-offer or transfer-leg report.
- File coverage is not verified against the source system. An empty day can mean no records or an incomplete export.
How these numbers were calculated
- CUCM CDR
- Records are CUCM call legs. Queue wait, wrap-up, transfer counts and direction stay unknown. A zero duration can be a connected call shorter than one second.
- Records
- Completed contacts for Contact Center; call legs for Webex Calling. Records are not necessarily distinct calls.
- Answered share
- Records explicitly answered / all selected records. Unknown outcomes remain in the denominator.
- Abandoned
- Only records explicitly labeled abandoned. This is not all unanswered records and is not an Analyzer service-level denominator.
- Average queue wait
- Sum of queue-wait seconds / answered records with known queue-wait values. Ring time is not included; this is not ASA.
- Average connected
- Sum of connected seconds / answered records with known connected values. No assumption about whether connected includes hold.
- Average wrap-up
- Sum of wrap-up seconds / answered records with known wrap-up values. Missing values are excluded, not treated as zero.
- Connected + wrap-up
- Mean of connected plus wrap-up seconds, using answered records where both fields exist. Hold is not added. Not labeled Analyzer-parity AHT.
- Transfer share
- Contacts with one or more transfers / contacts with a known transfer count. Transfer events are a separate count.
- Percentiles
- Nearest-rank percentile of known non-negative duration values. Missing values are excluded and the contributing count is printed beside the result.
- Totals
- Ratios use pooled numerators and denominators. Group percentages are never averaged.
- Timezone
- All date filters, daily buckets, and hourly buckets use the timezone printed on the report. Dates select contact start time.
- Coverage
- Includes only supplied records. Gaps are not proof of zero traffic; missing records cannot be reconstructed from an export.
- Attribution
- Contact Center queue, team, and agent identities are the final recorded handler identities. Earlier transfer legs are not included. Agent-state, occupancy, and adherence require a separate session/event dataset.
- Method version
- WT-REPORT-1.1; deterministic calculations; no language-model processing.