Queues

A Management Information report showing queue details including times, longest queue lengths, and agent availability.

Queue Times Panel

A graph of average queue times and longest waiting calls.

•	Period - the hour for which the values relate. The range of hours covers the time for which calls exist. For period parameters that span multiple days the values are collated over those days;

•	Queue Times - line graphs that show the average queue time for calls arriving in that hour, and the longest waiting call for calls arriving in that hour.

Queue Service Levels Panel

A graph that shows the percentage of calls that queued for certain time ranges.

•	Period - the hour for which the values relate, calls arriving in that hour are counted. The range of hours covers the time for which calls exist. For period parameters that span multiple days the values are collated over those days;

•	Percentage Queued - the percentage of calls that queued for more than 1 minute, more than 30 seconds, up to 30 seconds, and did not queue.

Inbound Agent Availability Panel

•	Pie chart - showing a count of logged on agents in the Not Ready, Ready, Busy and Wrap-Up states. Busy includes Preview, Alerting, Remote Alerting, Hold, Connected and Conference.

Agent Skills Panel

•	Pie chart - showing the count of how many logged on agents for each configured skill.

Inbound Queues Panel

A count of calls currently queuing and historic details (last hour and period) of calls passing through each queue.

•	Queue - the name of the queue;

•	Queuing - the number of calls currently queuing on the queue;

•	Skill - an indication that a call is queuing with a skill;

•	Longest - the time that the currently longest waiting call has been queuing;

•	Active - the number of calls that are still in progress.

... and for both the last hour and the given period ...

•	Longest Wait - the time that the longest waiting call queued;

•	Ave Wait - the average waiting time for queued calls;

•	Handled - the number of calls that have been handled by an agent and cleared;

•	Abandoned - the number of calls where the agent hung up before being presented to an agent;

•	Overflowed - the number of calls that were diverted to another number rather than an agent.