Queue Statistics¶

Displays aggregated Queue statistics for the current day in a tabular format.

For more information, see the Webex API documentation.

Columns¶

Channel Type - The type of channel associated with the queue.
Contains values of Channel Type type.
Longest Accepted Queue Time - The longest time a task spent in the queue before being accepted by an agent.
Longest Accepted Ringing Time - The longest time a task spent ringing before being accepted by an agent.
Longest Conference Time - The longest time a task spent in a conference call with an agent or multiple agents.
Longest Connected Time - The longest connected time for a queue.
Longest Consult Time - The longest time a task spent in a consultation with an agent.
Longest Hold Time - The longest time a task spent on hold.
Longest Last Queue Time - The longest queue time for the last queue.
Longest Queue Time - The longest queue time for a queue.
Longest Ringing Time - The longest ringing time for a queue.
Longest Self Service Time - The longest self service time for a queue.
Longest Wrapup Time - The longest time a task spent on wrapup.
Queue Id - The ID of the queue.
Contains values of Queue Id type.
Queue Name - The name of the queue.
Contains values of Queue Name type.
Tasks Abandoned - The number of assigned tasks that were abandoned in the queue.
Tasks Abandoned In Service Level - The number of assigned tasks that were abandoned in the queue within specified service level.
Tasks Accepted - The number of assigned tasks that were accepted in the queue.
Tasks Accepted In Service Level - The number of assigned tasks that were accepted in the queue within specified service level.
Tasks Callback - The number of tasks that were set for a callback.
Tasks Conferenced - The number of tasks that were part of a conference call with one or more agents.
Tasks Consulted - The number of tasks that required consultation before resolution.
Tasks Enqueued - The number of tasks enqueued in the queue.
Tasks Held - The number of tasks that were placed on hold at some point during their processing.
Tasks Offered - The number of queue tasks that were offered to an agent.
Tasks Outdial - The number of tasks that were outdial.
Tasks Self Service - The number of tasks that were connected through self-service options.
Tasks Total - The total number of tasks for a queue.
Tasks Transferred - The number of tasks that were transferred.
Tasks Transferred To Agent - The number of tasks that were transferred to an agent.
Tasks Transferred To Queue - The number of tasks that were transferred to a queue.
Total Accepted Queue Time - The total time tasks spent in the queue before being accepted by an agent.
Total Accepted Ringing Time - The total time tasks spent ringing before being accepted by an agent.
Total Conference Time - The total time tasks spent in a conference call with an agent or multiple agents.
Total Connected Time - The total connected time for a queue.
Total Consult Time - The total time tasks spent in a consultation with an agent.
Total Hold Time - The total time tasks spent on hold.
Total Last Queue Time - The total queue time for the last queue.
Total Queue Time - The total queue time for a queue.
Total Ringing Time - The total ringing time for a queue.
Total Self Service Time - The total self service time for a queue.
Total Time - The total lifetime of tasks associated with the queue.
Total Wrapup Time - The total time tasks spent on wrapup.

Calculation Parameters¶

The Grid function has these optional parameters:

Channel Type - Allows you to select from a list of Channel Types.
Queues - Allows you to select from a list of Queue names.
Queues Groups - Allows you to select from a list of parameter groups.
Wrapup Codes - Allows you to select from a list of Wrapup Codes.