| Current Contacts |
- Unattended Contacts: Number of contacts waiting to speak with an agent in the queue.
- Attended Contacts: Number of contacts currently speaking with an agent in the queue.
- Total Contacts: Total number of contacts in the queue (unattended + attended).
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| Total Agents |
Total number of agents across all queues (ready + on call + wrap up). |
| Agent Statuses |
- Queue Call: Number of agents on an active call in this queue.
- Wrap Up: Number of agents in the wrap up phase after a queue call.
- Ready: Number of agents available to take a call from this queue.
- Other Call: Number of agents on a call outside of this queue.
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| Longest Talk Time |
Longest time a currently attended contact has been speaking with an agent in the queue. |
| Longest Wait Time |
Longest time a currently unattended contact has been waiting in the queue. |
| Daily Totals |
Current day contact resolution totals for the queue. Totals reset each day at midnight (based on browser timezone) and are updated every 30 seconds thereafter.
- Abandoned: Number of contacts that left the queue (hung up) before being attended by an agent.
- Timed Out: Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent—based on the Timeout Queue node setting.
- Handled: Number of contacts attended by agents.
- Failed: Number of contacts that were removed from the queue unexpectedly while waiting to be attended by an agent. The ultimate state of the contact is unknown.
- Evicted: Number of contacts that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent—based on the Remove callers when queue has no agents call queue setting.
- Total Calls: Total number of contacts in the queue for the day.
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