HELP FILE

What is the queue details report?

This dashboard enables you as a manager to understand exactly what is happening with the calls your company receives in real time so that you know how best to prepare for and handle everything coming your way. You can quickly see what areas might be overwhelmed and could use a few more agents. Beyond that, this dashboard allows you to jump right to that particular queue, put out the fire, and then come back to home base to reassess how everything else is fairing company-wide. You can also clearly see when you’re smashing it. Get a pulse on the health of your organization and stay ahead of the game like you never have before.

Widgets

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).
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.
  • Paused: Number of agents that logged in and have activated the pause feature.
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.

Unattended Calls

Wait Time The total amount of time a contact has waited in the queue. It will show Timed Out and Abandoned statuses as well for thirty seconds before being removed from the view.
Contact Contact’s caller ID.

Queue Activity

Status/Time Time an attended contact has been in that particular status.
  • Queue Call
  • Wrap Up
  • Other Call
  • Paused
  • Ringing
  • Ready
Agent/Extension Agent who attended to the contact and their extension number.
Contact Contact’s caller ID.
Wait Time The total amount of time a contact has waited in the queue. It will show Timed Out and Abandoned statuses as well for thirty seconds before being removed from the view.
Talk Time Time an attended contact has been speaking with an agent.
Wrap Time Time the agent used after speaking to a contact before receiving the next contact in the queue. Wrap time allows agents to file tickets, update customer information, etc.
Handle Time Time used to attend to a contact (wait time + talk time + wrap time).