Installation guide

Monitoring queue statistics 6-8
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
The Queue Statistics pane
At the bottom of the Queue Monitor folder, the Queue Statistics pane displays statistics for the
queue as a whole. To show or hide the Queue Statistics pane, choose
View > Queue Statistics
Pane
.
You can display queue statistics for inbound calls only, outbound calls only, or all calls, by
clicking the appropriate button above the
Queue statistics by day section.
For outbound calls to appear in the Outbound Statistics section, agents must place calls as the
queue. See “Placing calls from a queue vs. calling as user” on page 5-9.
The Queue Statistics pane is divided into the following sections:
•
Current status. Statistics for the number of agents and calls currently in the queue.
•
Queue statistics by day. Statistics for calls since the beginning of the current day. These
statistics automatically reset to zero at midnight.
•
Queue statistics by period and shift. Statistics for calls during the current period and
shift, compared to the previous period and shift. When the current period or shift ends,
the current statistics automatically reset to zero, and the totals that had accumulated are
moved into the
Previous column.
For instructions on defining the statistics period and shifts, see “Collecting queue statistics” on
page 2-83. For detailed descriptions of when day, period, and shift statistics reset to zero, see
“When statistics are reset” on page 6-12.
Note: Queue statistics by shift are not updated during gaps between shifts. For example, if one
shift ends at noon and the next shift begins at 12:30, queue activity between 12:00 and 12:30 is
not reflected in the shift totals.
Release 2.0 Service Pack 1
April 2011