Contact States by Interval Report

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The Contact States by Interval report allows you to view the number of contacts in each state 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.

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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.

Columns in the Seconds view

Column	Description
Contact State Name	Name of the state, such as Active, Inbound, In Queue, and On Hold.
Skill Name	Name of the skill associated with the state.
Contact No	Unique ID number associated with the contact.
Contact State Count	Total number of contacts in the state for the chosen time period.
< 30 Seconds in State	Number of contacts that were in the state for less than 30 seconds.
30 to < 60 Seconds in State	Number of contacts that were in the state for 30 to less than 60 seconds.
60 to < 90 Seconds in State	Number of contacts that were in the state from 60 to less than 90 seconds.
90 to < 120 Seconds in State	Number of contacts that were in the state from 90 to less than 120 seconds.
2 to < 5 Minutes in State	Number of contacts that were in the state from 2 to less than 5 minutes.
5 to < 10 Minutes in State	Number of contacts that were in the state from 5 to less than 10 minutes.
10 to < 60 Minutes in State	Number of contacts that were in the state from 10 to less than 60 minutes.
>= 60 Minutes in State	Number of contacts that were in the state for 60 minutes or more.

Columns in the Minutes view

Column	Description
Contact State Name	Name of the state, such as Active, Inbound, In Queue, and On Hold.
Skill Name	Name of the skill associated with the state.
Contact No	Unique ID number associated with the contact.
Contact State Count	Total number of contacts in the state for the chosen time period.
< 1 Minute in State	Number of contacts that were in the state for less than a minute.
1 to < 5 Minutes in State	Number of contacts that were in the state from 1 to less than 5 minutes.
5 to < 10 Minutes in State	Number of contacts that were in the state from 5 to less than 10 minutes.
10 to < 20 Minutes in State	Number of contacts that were in the state from 10 to less than 20 minutes.
20 to < 30 Minutes in State	Number of contacts that were in the state from 20 to less than 30 minutes.
30 to < 60 Minutes in State	Number of contacts that were in the state from 30 to less than 60 minutes.
60 Minutes to < 1 Day in State	Number of contacts that were in the state from 60 minutes to less than 1 day.
>= 1 Day in State	Number of contacts that were in the state for 1 day or longer.