Field |
Definition |
Real-time statistics |
|
Directory Number |
The internal directory number of the queue. |
Description |
The name of the queue. |
Total Agents |
The number of agents belonging to the queue (whether enabled or not). |
Is Open |
A number representing the Queue's open/closed state:
|
Is In Warning State |
A number indicating whether the Queue is in a warning state:
|
Is In Alert State |
A number indicating whether the Queue is in an alert state:
|
Queuing Calls Count |
The current number of calls waiting in the queue. |
Queuing Time (In Seconds) |
The current longest call waiting time, in seconds. |
Queuing Time (Formatted) |
The current longest call waiting time, in the following format:
|
Logged In Agents |
The sum of the number of queue agents currently in the Queue Presence state + the number of queue agents currently in Work Time. |
Normal Voicemail Messages |
The number of voicemail messages of normal priority in the Queue's voicemail inbox. |
Urgent Voicemail Messages |
The number of voicemail messages of urgent priority in the Queue's voicemail inbox. |
Total Voicemail Messages |
The sum of the number of urgent and normal voicemail messages in the Queue's voicemail inbox. |
Service Level (GOS%) |
The current percentage Grade of Service, as defined by the Queue's Properties > Priority/GOS tab. For information about configuring queue properties, see the IPFX Administrator Manual. |
Agent State On A Call |
The number of Logged In Agents (q.v.) currently on any call. |
Agent State On a Break |
The sum of the number of agents currently in the default (i.e. no break code) Break Presence state + the number of agents in Break Code Presence states that are defined as AGENT_STATE_ON_A_BREAK. |
Agent State In Office |
The sum of the number of agents in the Office Presence state + the number of agents in Break Code Presence states defined as AGENT_STATE_IN_OFFICE. |
Agent State Unavailable |
The sum of the number of agents currently in the Meeting, Do not Disturb, Gone Out, Gone for the Day, Sick Leave, On Holiday, Away on Business Presence states or Break Code Presence states defined as AGENT_STATE_UNAVAILABLE. |
Agent State Wrapping Up |
The number of agents currently in WrapUp or Work Time. |
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|
Daily Statistics |
Daily statistics are reset at midnight |
Total Talk Time |
The total number of seconds that agents have spent taking calls. |
Total Answer Time |
The total number of seconds that calls have spent in the Queue before being answered. |
Maximum Queued Count |
The maximum number of simultaneous calls that have been waiting in the Queue, since midnight. |
Maximum Queued Time |
The longest time (in seconds) that any call has waited in the queue before being answered, since midnight. |
Total Answered Count |
The total number of calls that have been answered since midnight. |
Total Abandoned Count |
The total number of calls that have been abandoned since midnight. |
Total Other Count |
That total number of calls that have been handled by means other than agents (for example, voicemail, auto-attendant etc.) since midnight. |