Installation guide

Monitoring queue statistics 6-11
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
Redirection Number of calls that have been automatically redirected by the
queue, for each of the following categories:
Maximum hold. Calls that reached the maximum wait time
without being answered (see page 2-52).
Queue busy. Calls that were redirected because the queue
was too busy (see page 2-49).
Queue closed. Calls that were redirected because the queue
was closed (see page 2-53).
Outbound Statistics
Calls placed Number of outbound calls placed by this queue.
Calls completed Number of connected calls that are now over.
Calls connected Number of calls that have connected with the called party.
Longest time* Length of the longest time by one call.
Average time* Length of the average time over all calls.
Total time* Total number of minutes from all calls.
* Talk time = Time spent talking with an agent.
Combined Statistics
Calls attempted Total number of inbound calls received and outbound calls
placed.
Calls completed Total number of inbound and outbound calls completed.
Calls connected Total number of inbound calls that were answered and outbound
calls that were connected with the called party.
Longest time* Longest talk time counting both inbound and outbound calls.
Average time* Average talk time counting both inbound and outbound calls.
Total time* Total talk time adding inbound and outbound calls.
* Talk time = Time spent talking with an agent.
Queue Statistics Pane
Release 2.0 Service Pack 1
April 2011