Monitoring Queue & Statistics

Display the Statistics of the Queue and the agents who are members of the Queue. Queues are grouped by their queue type.

• In – Number of Agents assigned into the queue
• Avl– Number of Agents available to take calls in queue
• Busy – Number of Agents busy
• Brk– Number of agents on a break
• Calls – Number of calls in the queue
• Max – Maximum wait time of the current calls in the queue
• Emails – Number of emails waiting for an available agent
• Avg – Average wait time of the current calls in the queue
• DMax – Daily maximum wait time of the current calls in the queue
• Day – Number of Calls (or emails) into the queue today. (Since midnight or last system restart)
• Ab – Number of abandoned calls today (after abandoned threshold set for each queue)
• % - Percentage of calls abandoned
• St – This shows how many of the ‘Day:’ calls for a queue actually started in that queue, i.e. they didn’t get escalated into that queue. This stat is only shown if ‘Show Escalation Stats’ option is enabled in the CyDesk Managers Options screen.
• Esc – This shows how many of the ‘Day:’ calls for that queue were escalated from that queue to another. This stat is only shown if ‘Show Escalation Stats’ option is enabled in the CyDesk Managers Options screen.