What report includes graphs that illustrate by day the interactions offered, answered, and abandoned?

What report includes graphs that illustrate by day the interactions offered, answered, and abandoned?

• A. Queue Metrics Daily Report
• B. Queue Metrics Summary Report
• C. Outbound Reports
• D. Queue Wrapup Summary Report

Answer: (B)

When you need a day-by-day view of how many interactions a queue handled—offered, answered, and abandoned—the Queue Metrics Summary Report is the best fit. It gathers the key queue metrics over your selected time range and shows them in a time-series format, with graphs that plot those three measures by day. This makes it easy to see trends, compare days, and spot patterns like days with high abandonment or lower answering rates. The other options serve different purposes: a Queue Metrics Daily Report focuses on daily values for specific days or finer detail rather than a consolidated multi-metric daily graph; outbound reports are about outbound dialing campaigns rather than inbound queue activity; and a Queue Wrapup Summary Report centers on after-interaction wrap-up details, not the day-by-day counts of offered, answered, and abandoned.

When you need a day-by-day view of how many interactions a queue handled—offered, answered, and abandoned—the Queue Metrics Summary Report is the best fit. It gathers the key queue metrics over your selected time range and shows them in a time-series format, with graphs that plot those three measures by day. This makes it easy to see trends, compare days, and spot patterns like days with high abandonment or lower answering rates.

The other options serve different purposes: a Queue Metrics Daily Report focuses on daily values for specific days or finer detail rather than a consolidated multi-metric daily graph; outbound reports are about outbound dialing campaigns rather than inbound queue activity; and a Queue Wrapup Summary Report centers on after-interaction wrap-up details, not the day-by-day counts of offered, answered, and abandoned.