Installation guide

Monitoring queue statistics 6-10
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
Calls transferred out
Number of calls transferred out of the queue without being han-
dled by an agent, as a result of callers pressing the transfer key.
(See “Offering options while a caller is waiting on a queue” on
page 2-59.)
Calls received Total number of calls received, including abandoned calls.
Calls abandoned Number of callers who hung up without talking to an agent.
Calls completed Number of completed calls in which a caller finished talked with
an agent. Completed calls are calls that ended by hanging up or
transferring.
Avg. talk time Length of the average time that callers spent talking with agents.
Calls to voice mail Number of calls that went to voicemail without being handled by
an agent, as a result of callers pressing the key to leave voice-
mail. (See “Offering options while a caller is waiting on a queue”
on page 2-59.)
Total talk time Total number of minutes that callers have spent talking with
agents.
Longest time Length of the longest time in each of the following categories (by
day only):
Talk time. Time spent talking with an agent.
Wait time. Time spent waiting on the queue.
Average wait time Average length of time callers waited on the queue for each of
the following categories:
All calls. All inbound calls to the queue.
Answered calls. All calls to the queue in which the caller
spoke with an agent.
Abandoned calls. All calls to the queue in which the caller
hung up or left a voice message.
Queue Statistics Pane
Release 2.0 Service Pack 1
April 2011