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Table of Contents

FortiVoice Phone System Administration Guide

Working with call queue statistics

Go to Call Center > Statistics to view agent and queue daily summaries. You can also download the summaries. The summaries cover a period of 30 days.

To view agent daily summary

  1. Go to Call Center > Statistics > Agent Daily Summary.

    GUI field

    Description

    Date

    The date of the agent call summary.

    Agent

    The agent ID.

    Work Time

    The agent’s total work hours for the queue that the agent worked the longest.

    Talk Time

    The total time the agent talked on the phone in all queues combined.

    N/A Time

    The total time the agent was away from the phone in all queues combined.

    Total Answered

    The total calls the agent answered in all queues combined.

    Total RNA

    The total calls not answered by the agent in all queues combined.

    Out. Call

    The outgoing calls made by the agent. This option is dependant on your queue management configuration in Call Center.

    Out. Talk Time

    The total time of outgoing calls made by the agent. This option is dependant on your queue management configuration in Call Center.

    Voicemail

    The number of voicemails left on the agent's extension.

To view queue daily summary

  1. Go to Call Center > Statistics > Queue Daily Summary.

    GUI field

    Description

    Date

    The date of the call queue summary.

    Queue

    The queue name.

    Calls

    The number of calls reached this queue.

    Abandoned

    The number of calls that gave up after reaching the queue.

    Overflow

    The number of callers exceeding the maximum waiting callers set for the queue and timed-out waiting callers.

    See Maximum queue capacity.

    Talk Time

    The total phone talk time of the queue.

    Wait Time

    The total time for holding calls in the queue.

    Out. Call

    The outgoing calls made by the agents in the queue. This option is dependant on your queue management configuration in Call Center.

    Out. Talk Time

    The total time of outgoing calls made by the agents in the queue. This option is dependant on your queue management configuration in Call Center.

Working with call queue statistics

Go to Call Center > Statistics to view agent and queue daily summaries. You can also download the summaries. The summaries cover a period of 30 days.

To view agent daily summary

  1. Go to Call Center > Statistics > Agent Daily Summary.

    GUI field

    Description

    Date

    The date of the agent call summary.

    Agent

    The agent ID.

    Work Time

    The agent’s total work hours for the queue that the agent worked the longest.

    Talk Time

    The total time the agent talked on the phone in all queues combined.

    N/A Time

    The total time the agent was away from the phone in all queues combined.

    Total Answered

    The total calls the agent answered in all queues combined.

    Total RNA

    The total calls not answered by the agent in all queues combined.

    Out. Call

    The outgoing calls made by the agent. This option is dependant on your queue management configuration in Call Center.

    Out. Talk Time

    The total time of outgoing calls made by the agent. This option is dependant on your queue management configuration in Call Center.

    Voicemail

    The number of voicemails left on the agent's extension.

To view queue daily summary

  1. Go to Call Center > Statistics > Queue Daily Summary.

    GUI field

    Description

    Date

    The date of the call queue summary.

    Queue

    The queue name.

    Calls

    The number of calls reached this queue.

    Abandoned

    The number of calls that gave up after reaching the queue.

    Overflow

    The number of callers exceeding the maximum waiting callers set for the queue and timed-out waiting callers.

    See Maximum queue capacity.

    Talk Time

    The total phone talk time of the queue.

    Wait Time

    The total time for holding calls in the queue.

    Out. Call

    The outgoing calls made by the agents in the queue. This option is dependant on your queue management configuration in Call Center.

    Out. Talk Time

    The total time of outgoing calls made by the agents in the queue. This option is dependant on your queue management configuration in Call Center.