Virtual Office Analytics - Glossary – QueueBoard

Number of calls currently waiting to be served in the queue.

Number of calls currently handled by the agents logged in to the queue.

Number of agents currently logged into the queue.

Total calls being handled and waiting.

Calls that were advanced to the next available agent in the queue due to the non- availability of previous agents.

Number of queued calls that were answered live in the time period monitored.

Total waiting time of all calls in the queue during the time period monitored.

Cumulative duration of the talk time of all answered calls during the time period monitored.

Cumulative duration of answered calls placed on hold during the time period monitored.

Cumulative time that calls in the queue waited before being answered during the time period monitored.

Cumulative wait time of calls currently waiting to be served in the queue.

Number of agents available to handle calls at this current point in time.

Total answer time averaged over all the calls during the time period monitored.

Total talk time averaged over all answered calls during the time period monitored.

Number of agents in the overflow call queue that are currently logged in to the queue.

Number of queued calls abandoned by callers before being answered by agents during the time period monitored.

Total waiting time in queue averaged over all the calls during the time period monitored.

The longest talk time of all calls answered during the time period monitored.

The longest wait time of all calls answered during the time period monitored.

The longest hold time of calls answered placed on hold during the time period monitored.