Queue Calls
Extension
The extension of the agent who has answered the call.
This will only show if the call has been answered.
Subject
The queue name that the caller came through.
Caller
If CLID (Caller Line ID) is enabled, the caller's number will show.
If the caller is listed in the Company or Personal Directory, his/her name or description will show.
Status
The status of the call i.e. Answered, Queuing, Released.
Queue Time
How long the call has been in the queue at present or was in the queue before being answered.
Ring Time
How long the call was ringing on the agents phone before being answered.
Talk Time
The length of conversation time.
Wrapup Time
The length of time the call was in wrapup mode. (Time elapsed from hangup until Agent available to accept another call).
Trunk
The trunk line the call came in on.
Type
What the call type is, ie. Queue Call, Callback, Outbound, Webchat, etc.