Installation guide

Monitoring queue statistics 6-6
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
Calls answered Number of incoming calls from this queue that the agent has
answered since the beginning of the queue’s current display
period. Does not include calls the agent participated in but did
not answer (see Total Calls - All)
Calls placed Number of outbound calls associated with this queue that the
agent has placed since the beginning of the queue’s current dis-
play period. Does not include calls the agent participated in but
did not place (see Total Calls - All)
Time on calls The total time the agent has spent on this queue’s calls since the
beginning of the shift.
You can show this column separately for inbound calls, outbound
calls, and all calls.
Longest call The length of time of the longest queue call (including wrap-up
time) that the agent handled since the beginning of the shift.
You can show this column separately for inbound calls, outbound
calls, and all calls.
Avg. call Average length of the agents' queue calls (including wrap-up
time) since the beginning of the shift.
You can show this column separately for inbound calls, outbound
calls, and all calls.
Longest talk The length of time of the longest single call the agent handled
(not including wrap-up time).
You can show this column separately for inbound calls, outbound
calls, and all calls.
Away A check mark indicates that the agent has been automatically
placed in On Break status by the queue for having let his or her
most recent queue calls ring unanswered. See “Placing agents on
break if they do not answer calls” on page 2-34.
Forced Break Number of times the queue has automatically placed the agent in
On Break status for letting queue calls ring unanswered, since the
beginning of the current
display period. See “Placing agents on
break if they do not answer calls” on page 2-34.
Agents Pane Information
Release 2.0 Service Pack 1
April 2011