| Column | Description |
|
Calls In Queue |
Number of calls currently waiting to be served in the queue. |
|
Calls In Progress |
Number of calls currently handled by the agents logged in to the queue. |
|
Total Agents |
Number of agents currently logged into the queue. |
|
Total Calls |
Total calls being handled and waiting? |
|
Total Advanced Calls |
Number of calls currently handled by the agents logged in to the queue? |
|
Total Answered |
Number of queued calls that were answered live in the time period monitored, excludes calls that went to voicemail. |
|
Total Wait Time |
Total waiting time of all calls in the queue during the time period monitored. |
|
Total Talk Time |
Cumulative duration of the talk time of all answered calls during the time period monitored. |
|
Total Hold Time |
Cumulative duration of answered calls placed on hold during the time period monitored. |
|
Total Answer Time |
Cumulative time that calls in the queue waited before being answered during the time period monitored. |
|
Current Wait Time |
Cumulative wait time of calls currently waiting to be served in the queue. |
|
Available Agents |
Number of agents available to handle calls at this time. |
|
Average Answer Time |
Total answer time averaged over all the calls during the time period monitored |
|
Average Talk Time |
Total talk time averaged over all answered calls during the time period monitored. |
|
Overflow Agents |
Number of agents in the overflow call queue that are currently logged in to the queue. |
|
Abandoned Calls |
Number of queued calls abandoned by callers before being answered by agents during the time period monitored. |
|
Average Wait Time |
Total waiting time in queue averaged over all the calls during the time period monitored. |
|
Longest Talk Time |
The longest talk time of all calls answered during the time period monitored. |
|
Longest Wait Time |
The longest wait time of all calls answered during the time period monitored. |
|
Longest Hold Time |
The longest hold time of calls answered placed on hold during the time period monitored. |
|
Total Calls Sent to Voicemail |
Total calls that were forwarded to voicemail during the time period monitored. |
|
AGENTS TODAY |
|
|
Agent ID |
Extension number of the agent. |
|
Agent Name |
Name of the agent. |
|
Current Status |
Indicates the current status of the agent. Possible statuses are - Login, Logout, DNDDo Not Disturb— represents a status opted by an extension user. In this status, the user is not offered incoming calls.-On(Do not Disturb), DND-Off, Idle, Alerting, Ring pause, Wrap-up, Added (just added to queue), Removed (Removed from the queue). |
|
Last Status Change Time |
The last time at which the agent chaged status. |
|
Total Incoming Calls |
Total incoming calls presented to the agent during the time period being monitored. |
|
Total calls Answered |
Number of queued calls that were answered by this agent in the time period monitored. |
|
Total Talk Time |
Cumulative duration of the talk time of all answered calls by this agent during the time period monitored. |
|
Average Talk Time |
Average duration of the talk time of all answered calls by this agent during the time period monitored. |
|
Login Time |
The last time the agent logged into this on demand log-in queue. |
|
Logout Time |
The last time the agent logged out. |
|
Queue Type |
The queue type can be Auto login or OnDemand. Auto-login = agents are automatically logged into the queue, if their extension is in service status. OnDemand = agent needs to login into the queue explicitly. |
|
Overflow Agent |
Indicates if the agent is an overflow agent or not an overflow agent (meaning it is a primary agent in the queue). |
|
Follow us on
|
Contact us
|
