Queue Calls

IPFX for Lotus Notes

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.

See Also

Viewing Queue Calls

Document Queuing

How a Callback presents itself to an Agent