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
- 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.
The outgoing calls made by the agent. This option is dependent on your queue management configuration inCreating call queues and queue groups.
Out. Talk Time
The total time of outgoing calls made by the agent. This option is dependent on your queue management configuration in Creating call queues and queue groups.
Voicemail
The number of voicemails left on the agent's extension.
To view queue daily summary
- 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.
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 dependent on your queue management configuration in Creating call queues and queue groups.
Out. Talk Time
The total time of outgoing calls made by the agents in the queue. This option is dependent on your queue management configuration in Creating call queues and queue groups.