Queue Details View

When user right-clicks on a queue and selects ‘Show Details’

the Queue Details View screen will be displayed as shown below. This screen provides a graphic representation of the queue and includes number of agents logged in, and their status, information on queue times, as well as the number of calls in this queue. The statistics reset daily at midnight.

The Agents graph represents the number of agents in the queue that are busy, on a break and free to take calls.

• Busy – Number of busy agents in the queue.
• Break – Number of agents in the queue that are on a break.
• Free – Number of agents in the queue that is available to take calls.
• Logged In – Number of agents currently logged in that are assigned to that queue

The Queue Times graph represents the wait time for calls currently in the queue and for today.

• Avg – the average queue time of all calls currently in the queue.
• Max – the maximum queue time of calls currently in the queue.
• Avg Today – Average queue time of all calls today.
• Max Today – Maximum queue time of all calls today.

The Number of Calls graph represents the number of calls currently in the queue and for today.

• Calls In Queue – Number of calls currently waiting in the queue.
• Abandoned – Number of calls that have been abandoned from the queue.
• Escalated – Number of calls that have been escalated from the queue.
• Answered – Number of calls that have been answered by an agent in that queue.
• Calls Today – Number of calls that enter the queue today.
• Emails / Day – Number of emails waiting in the queue / number of emails today.

The bar chart to the left of the agent details shows the number of calls currently in the queue.

Monitor Queue Groups

Queues can be grouped together for reporting to provide an overview. The queue group combines the Inbound and outbound queues statistics.