Queue Statistics

The Queue Statistics allows an Agent to view queue information such as a queue’s current interactions, agents, and summarized data in one view. A Supervisor can activate or deactivate agents based on the number of interactions that are waiting and the agents' status in the queue.

To view Queue statistics:

1. Click the Queue icon. The screen displays the assigned queue type.

2. The queue information includes the following:

   1. Queue Name:  Name of the queue.

   2. Not Ready: The count of Not Ready agents in the queue.

   3. Ready: The count of Readyagents in the queue.

   4. Talking Inbound: Total number of inbound calls received.

   5. Talking Internal: Total number of calls made internally.

   6. Talking Outbound: Number of outbound calls.

   7. Wrap-up Note: Number of calls in the wrap-up notes stage.

   8. Wrap-up Ready: Number of calls ready for wrap-up.

   9. Calls: Number of calls in the queue.

   10. Max Time: The longest call duration.

Only an Administrator can change queue settings; this includes creating and managing queues.