Queue Statistics
You can view your queue statistics without having to run reports.
Agents
Number of agents logged into the queue for the Call Item Type (eg: Calls, Emails, Callbacks, etc) versus how many agents are available if they log in to take calls.
Calls
Number of calls waiting in the queue to be answered and their waiting time.
Calls Max
Maximum number of calls in the queue at any time and the longest waiting time since queue reset (usually 2am).
GOS
Current Grade of Service level for the queue.
Ans (Answered)
Number of calls answered since the queue opened.
Abn (Abandoned)
Number of calls that have been abandoned from the queue.
i.e. Hung up after they 'entered' the queue.
Note: If calls abandon before the 5 second default time then they will not change the statistics. (See Queue Properties/Alarms).
Other
Manual selection of calls from the queue (ie. Supervisor picks up directly from queue) or call transferred out of the queue. Also includes calls to queue after Queue has closed.